Digital Support Technician Level 3 Apprentice
CTRL NETWORKS LTD
SOUTH SHIELDS (NE33 1TA)
Closes in 10 days (Friday 13 March 2026)
Posted on 2 March 2026
Contents
Summary
IT Helpdesk Apprentice supporting small and medium-sized businesses across the North East. The apprentice will work as part of a managed service provider (MSP) delivering first-line technical support, assisting users with day-to-day IT issues including Microsoft 365, Windows devices, networking, security, and telecoms.
- Wage
-
£14,231.75 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Digital support technician (level 3)
- Hours
-
Monday to Friday, 8:45am - 5:00pm (with 1-hour lunch break)
Office-based in South Shields, with occasional supervised site visits.
36 hours 15 minutes a week
- Start date
-
Monday 6 April 2026
- Duration
-
1 year 9 months
- Positions available
-
1
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
- Logging, categorising, and prioritising support tickets via our PSA system
- Providing first-line remote support for Windows PCs and laptops
- Supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
- Assisting with password resets, account setup, and user onboarding
- Device builds and configuration (Windows, Intune enrolment)
- Basic troubleshooting of printers, connectivity, and Wi-Fi issues
- Assisting with antivirus and endpoint security monitoring
- Supporting backup systems and basic restore requests
- Escalating more complex issues to second and third-line engineers
- Maintaining accurate documentation
- Providing excellent customer service to clients
Where you'll work
5 MILE END ROAD
SOUTH SHIELDS
NE33 1TA
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
GATESHEAD COUNCIL
Training course
Digital support technician (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
- use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
- apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
- provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
- operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
- communicate effectively through a variety of different channels using terminology appropriate to the audience
- use digital resources to extend own knowledge and skills relevant to their role
- risk assess the organisational impact of decisions that they take
- use digital systems to identify productivity and performance improvements
- use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
- maintain system security in line with organisational policies.
- support digital operations or digital change and transformation activities.
- investigate application problems and enable resolution to maintain productivity and improve quality of service.
- coach and guide stakeholders to develop their applications skills to use digital systems effectively.
- monitor data to analyse systems use and provide insights to recommend use or applications developments.
- support customers in the use of information, products and services through digital channels.
- diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
- maintain end-user systems physically or remotely. For example: software, hardware or operating systems
- provide and direct end-users to tools and resources to help them to resolve their digital problems.
- use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
- use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
- apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
- provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
- operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
- communicate effectively through a variety of different channels using terminology appropriate to the audience
- use digital resources to extend own knowledge and skills relevant to their role
- risk assess the organisational impact of decisions that they take
- use digital systems to identify productivity and performance improvements
- use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
- maintain system security in line with organisational policies.
Training schedule
Digital Support Technician Level 3.
Requirements
Essential qualifications
GCSE in:
- English (grade 4)
- Maths (grade 4)
Desirable qualifications
GCSE in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Attention to detail
- Organisation skills
- Team working
- Creative
- Initiative
About this employer
Ctrl Networks Ltd is a North East based Managed Service Provider (MSP) delivering comprehensive IT support, cybersecurity, cloud services, structured cabling, telecoms, and web/software development to businesses across the region.
We specialise in proactive managed IT services, Microsoft 365 solutions, cybersecurity protection, backup and disaster recovery, and consultancy-led systems design. Our goal is to act as a long-term technology partner to our clients, helping them operate securely, efficiently, and with confidence.
After this apprenticeship
- Second Line Support Engineer
- Helpdesk Team Lead
- Specialist roles in Cybersecurity, Cloud (Microsoft 365/Azure), Networking, or Systems Engineering
- Industry certifications (Microsoft, CompTIA, Cybersecurity, etc.)
Ask a question
The contact for this apprenticeship is:
GATESHEAD COUNCIL
On Point Apprenticeships
Lsbusinessdevelopment@gateshead.gov.uk
0191 433 8727
The reference code for this apprenticeship is VAC2000018530.
Apply now
Closes in 10 days (Friday 13 March 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.