IT Service Desk Technician Apprentice SOTS

We are now looking for an eager candidate to join us as an apprentice.  You will be the initial contact point for customers seeking technical assistance via phone or email.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 26 Mar 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Details will be confirmed upon interview.

    Total hours per week: 37.5

  • Expected duration

    16 Months

  • Possible start date

    04 Apr 2024

  • Date posted

    29 Jan 2024

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What you will do in your working day

  • Conduct remote troubleshooting using diagnostic techniques 
  • Determine solutions based on customer-provided details 
  • Represent SOTS professionally while working offsite 

Key Responsibilities: 

  • First contact for technical assistance via phone/email 
  • Perform remote troubleshooting and guide users through problem-solving 
  • Follow up on tickets, ensuring resolution within SLA 
  • Own and update user problems, communicating progress promptly 
  • Escalate unresolved issues when necessary 
  • Record events and resolutions in logs 
  • Manage onsite installations, repairs, maintenance, and tests 

The training you will be getting

Why choose our Azure Cloud Support Specialist apprenticeship? 

The new Microsoft Azure Cloud Support Specialist Level 3 programme has been designed in partnership with Microsoft to build Azure cloud capabilities in your organisation. 

This new Microsoft apprenticeship is part of QA's drive to support Microsoft’s Get On 2021 campaign, a five-year initiative to help 1.5 million people build careers in technology and help 300,000 connect to tech job opportunities. 

QA’s Azure Cloud Support Specialist Level 3 apprenticeship programme enables the apprentice to:

  • Learn on-premise and cloud-enabled technologies and services
  • Learn technical content that aligns to and is relevant to employers and the market
  • Gain an Azure Fundamentals Qualification and a Microsoft 365 fundamentals qualification
  • Get an introduction to Windows, Linux and PowerShell

Tools and technologies learned: Learners will learn to use Microsoft Azure, Microsoft 365, Windows 10, AWS, Linux, PowerShell.

What to expect at the end of your apprenticeship

90% of QA Apprentices secure permanent employment post-apprenticeship. Opportunities for further apprenticeship training may arise.


  • Structured training
  • Competitive salary 
  • Progression opportunities
  • Mentorship and support
  • Healthcare - 3 months after probationary period 
  • Pension - subject to probationary period 

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Team working, Non judgemental


GCSE or equivalent any subject --- x3 (Grade 4+ (A-C)) Essential
GCSE or equivalent English (Grade 3+ (D or above)) Essential
GCSE or equivalent Maths (Grade 3+ (D or above)) Essential

About the employer

At SOTS, we take pride in offering a comprehensive range of tailored IT support, marketing, and digital services designed to empower your business for lasting success. Our team of experts is dedicated to ensuring the smooth operation of your technology infrastructure, enhancing productivity, and efficiency.




Great Charles Street


B3 3HN

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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience

Apprenticeship standard

Information communications technician

Level 3 (A level)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 26 Mar 2024