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1st Line Service Desk Apprentice (Evolving Networks) EVOLVING NETWORKS LTD

Estio Training have an exciting new opportunity for a 1st Line Service Desk Engineer with Evolving Networks, a software defined network solutions company based in Peterborough. You will be solving network connectivity issues using remote diagnostic tools and systems.

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Closing date: 27 Feb 2023

Apprenticeship summary

  • Annual wage


  • Working week

    (08:00am - 17:00pm - 09:00am - 18:00pm), exact working days and hours TBC

    Total hours per week: 40

  • Expected duration

    17 Months

  • Possible start date

    06 Mar 2023

  • Date posted

    10 Jan 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

  • Triaging support cases & network events and either resolving to the customers satisfaction, using documented processes and procedures, or escalating as necessary
  • Solving network connectivity issues using remote diagnostic tools and systems
  • Managing the lifecycle of our service tickets and customer requests, ensuring SLAs are met
  • Answering telephone & email support requests
  • Responding to, and managing, events from our network monitoring platform to proactively protect customer connectivity
  • Proactive communication to customers as their service tickets progress
  • Managing inventory stored in the office
  • Support stock check processes
  • Preparation and fulfilling configurations

What training will the apprentice take and what qualification will the apprentice get at the end?

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

  • Efficiently operate and control your ICT infrastructure - physical or virtual hardware, software, network services and data storage
  • Use infrastructure management tools to automate the provisioning, testing, deployment, and monitoring of infrastructure components
  • Prioritise systems support tasks and monitor and maintaining system performance
  • Maintain regulatory, legal, and professional standards
  • Support the information systems needs for your business

What is the expected career progression after this apprenticeship?

The role offers long term security and the opportunity to progress into a permanent position.

Requirements and prospects

Desired skills and personal qualities

Excel, Word, Microsoft Office, Computer literate, Written and verbal English, Ability to listen, Ability to follow instructions, To handle a varied workload, Able to prioritise workload, Good interpersonal skills, Ability to meet deadlines, Wants to make a difference


GCSE or equivalent English (Grade A*-C/9-4 or equivalent) Essential
GCSE or equivalent maths (Grade A*-C/9-4 or equivalent) Essential

Things to consider

• An open, relaxed, diverse, and friendly office environment. • Regular company funded social events (curry nights, BBQs, Xmas parties etc.). • Free internet connection for employees. • Annual leave increase loyalty policy. • Birthday policy – no working on your birthday! • Free onsite parking. • Company pension scheme with Royal London. • Private healthcare scheme with Vitality Healthcare.

About the employer

Evolving Networks is the UK market leader in Software Defined Networking solutions. We are a fast growing, innovative ISP and software house specialising in the provision of fully managed SDWAN solutions to the UK business market. We have been recognised as the only UK company amongst the top 10 most dynamic SDWAN providers in the world. Our customer base includes some of the largest companies in the UK and we have developed a deserved reputation as a true innovator in the marketplace. Although we are at the cutting edge of our market, Evolving Networks has been established for fourteen years, is privately held, debt free and stable, with an established customer base.








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Training provider



Ami Wilson


Apprenticeship standard

Information communications technician

Level 3 (A level)

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