Apprentice IT Service Desk Engineer

Summary

In this role you will be the first point of contact for our customers, promptly handling their queries both over the phone and via our ticketing system. This role is perfect for individuals who are looking to start a career in IT and build up their enterprise tech skills in a supportive environment.

Wage

£16,120 a year

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Training course

Information communications technician (level 3)

Hours

Monday to Friday, 8 hours per day, 40 hours per week. Shifts between the hours of 8.00am and 6.00pm. The option for out of hours work is available on a rota basis once settled into the role.

40 hours a week

Start date

Monday 1 September 2025

Duration

1 year 6 months

Positions available

2

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

Responsibilities:

Answer support calls promptly and handle them in accordance with our documented processes.
Record and prioritise customer queries in a ticketing system ensuring adherence to SLAs.
Build and maintain customer relationships.
Diagnose and troubleshoot a wide range of technical issues providing resolutions or escalating where appropriate.
Actioning change requests for user accounts and systems.
Deploy and maintain a wide range software on customer systems.
Contribute to and help maintain our internal knowledge base.
Educate users on how to use various software and systems.
Maintain a strong knowledge of our companies’ services and products to help effectively and efficiently respond to customers queries.

Where you'll work

Unit 2
Broadfield Court
Sheffield
S8 0XF

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

QA LIMITED

Your training course

Information communications technician (level 3)

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What you'll learn

Course contents

Interpret and prioritise internal or external customer's requirements in line with organisation's policy
Apply the appropriate tools and techniques to undertake fault finding and rectification
apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Manage and prioritise the allocated workload effectively making best use of time and resources
Complete documentation relevant to the task and escalate where appropriate
Install or undertake basic software upgrades,either physically or remotely
Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
Provide remote/F2F support to resolve customer requirements
Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Identify and scope the best solution informed by the system data associated with the task
Test and evaluate the system's performance and compliance with customer requirements.
Escalate non routine problems in line with procedures
Use basic scripting to execute the relevant tasks for example PowerShell, Linux
Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
Apply the necessary security, in line with access and/or encryption requirements
Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
Test and evaluate network environments
Monitor performance and usage of a network
Deploy applications on a network
Set up storage and data access for staff
Apply necessary security measures, in line with access requirements to a network
Carry out routine maintenance across network systems, ensuring organisational compliance
Monitor network-related workloads including DNS and firewalls
Install or undertake basic upgrades, either physically or remotely
Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
Interpret and prioritise internal or external customer's requirements in line with organisation's policy
Apply the appropriate tools and techniques to undertake fault finding and rectification
apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Manage and prioritise the allocated workload effectively making best use of time and resources
Complete documentation relevant to the task and escalate where appropriate
Install or undertake basic software upgrades,either physically or remotely
Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
Provide remote/F2F support to resolve customer requirements
Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Your training plan

The training schedule is made up of remote learning session, assignments, and classroom based study.

Requirements

Essential qualifications

GCSE in:

English (grade 5 or above)
Maths (grade 5 or above)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Initiative

About this company

etiCloud - Delivering tomorrow's technology, today.. Data security is more important than ever. That's not going to change. So you need a company that understands your business needs, and that you can trust to take care of them. But you don't have to take our word for our reliability, security and professionalism (or even the many kind words from our clients), etiCloud is part of the elite top 1% of worldwide business with ISO accreditation. Our ISO 27001 accreditation relates to our defined and implemented best-practice information security processes. So you can be sure that your data, and that of your clients, is secure. We're equally proud of our ISO 9001 accreditation as an integral part of it is customer satisfaction. It demonstrates our commitment to our customer-led approach - one of the reasons we've built, and continue to build, our business on referrals.

https://everythingthatis.cloud/ (opens in new tab)

Company benefits

• 28 days annual leave including statutory bank holidays • Company pension scheme • Annual company bonus • Friendly, and collaborative working culture • Free onsite car parking • Career development and training opportunities

After this apprenticeship

etiCloud offer successful and structured career progression routes. Our Apprentice Service Desk Engineers develop their technical IT skills and progress into our 1st and 2nd line Engineering teams, with a long term plan to specialise in Infrastructure, Software, Security, or DevOps. We also offer continued learning opportunties through higher level apprenticeships and external training.

Ask a question

The contact for this apprenticeship is:

etiCloud Ltd

Jamie Ainley

jamie.ainley@everythingthatis.cloud

The reference code for this apprenticeship is VAC1000325156.

Apply now

Closes in 20 days (Monday 30 June 2025 at 11:59pm)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

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