Apprentice 1st Line Helpdesk Engineer Open Network Services

We are looking to recruit an Apprentice 1st Line Helpdesk Engineer to work for a major UK based company out of the Dinnington office near Sheffield. You will be working on desktop/server support as well as other projects. This role will include working on our helpdesk, supporting our remote customers.

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Closing date: 02 Oct 2017

Apprenticeship summary

  • Weekly wage


    Wages explained

    The current National Minimum Wage for an apprentice is £3.50 an hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year.
    Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year.
    The minimum wage rates are £5.60 an hour for 18-20 year olds and £7.05 for anyone aged 21 and over.
    Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).

  • Working week

    Over 4 days (Monday-Friday) Times TBC

    Total hours per week: 30.00

  • Apprenticeship duration

    15 months

  • Possible start date

    11 Oct 2017

  • Date posted

    22 Aug 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number


  • Positions

    1 available

You will be working within a small team dedicated to support on a variety of operating systems and hardware. This role will involve taking and logging of call’s on to the helpdesk, via telephone or email, so a good telephone manner is essential.

The nature of the support calls can range from client desktop issues, to basic server administration and other deployment projects. A reasonable knowledge of the Windows operating systems is preferable, along with a basic networking understanding, and any other knowledge of IT will be an advantage.

Core activities:

  • Taking and logging of calls
  • Support all customers' services in a professional manner
  • Self-audit all work and ensure it meets all applicable technical and operational quality standards
  • Work efficiently and tidily, maintain a clean environment and at all times be polite to the customer
  • Respond effectively and appropriately to all customer requests and enquiries
  • High standard of English is needed as notes on calls are critical to our customers
  • Complete work to agreed time scales
  • Confident and well-spoken phone manner
  • Comply with Health & Safety standards


  • Permanent role
  • Ability to take direction from supervisor / management and execute works in an efficient manner
  • Proactive in the resolution of engineering obstacles, conferring with supervisor
  • Customer focused with a professional outward attitude
  • Ability to learn new skills quickly with training

Requirements and prospects

Desired skills

  • Communicating on the telephone
  • Organisation
  • Computer literacy
  • Great time-keeping
  • Personal presentation

Personal qualities

  • Positive attitude
  • Motivated and driven to meet targets
  • A passion for the subject and drive to achieve their apprenticeship

Qualifications required

  • A minimum of 5 GCSE’s C and above Including Maths and English (or equivalents)

Future prospects

Progression onto a Level 4 apprenticeship or the offer of full time employment within the company.

About the employer

Our helpdesk services are designed for either customers who don’t have an expert in-house IT support function, or those that wish to compliment their existing teams to provide a more wider knowledge base. With our support services we can manage day-to-day IT systems and admin tasks, from backups, monitoring of key devices for critical issues, including Microsoft Operating systems and applications, Hyper V, VM Ware, Antivirus and Backup applications and provide long-term advice regarding IT-related business issues, proactively prevent issues occurring and deliver exceptional value. Our user support is delivered by a dedicated team of Service Desk engineers, providing telephone and remote support via industry acclaimed support tools. This team is augmented by a highly qualified team of technicians who can visit client sites as scheduled or as need be. One of our key areas that sets our helpdesk apart from the rest is the platinum support, this includes monitoring and active maintenance on key devices within the network to provide the 99% up time your business needs.


Open Network Services


Unit C13

Aven Industrial Park, Tickhill Road


S66 7QR

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Training provider

  • Level 3 Apprenticeship standard - Infrastructure Technician

The duration of the Apprenticeship is 15 months and will be delivered to you in the workplace. This will be done through a bespoke blended learning package.

  • Level 2 Functional Skills English and Maths (if applicable)
  • Knowledge Module 1 - Networking and Architecture  
  • Knowledge Module 2 - Mobile and Operating Systems  
  • Knowledge Module 3 - Cloud Services 
  • Knowledge Module 4 - Coding and Logic  
  • Knowledge Module 5 - Business Processes
  • One vendor certification selected based on your job role and individual capabilities (Typically a Microsoft Technical Associate (MTA) certification)
  • Knowledge Modules are specified by the British Computer Society (BCS)

Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider


Applications for this apprenticeship are being processed by Integrity FT



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Closing date: 02 Oct 2017