IT Service Desk Engineer Apprentice

SONA IT LTD

HOWARD RD (HA7 1BT)

Closes in 25 days (Tuesday 17 November 2026)

Posted on 22 October 2026

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Summary

You will join the 1st Line Support team and become the first point of contact for our clients. You will work through monitoring alerts, user requests and starters and leavers, following our documented processes, and escalate anything outside your remit to 2nd Line.

• Wage:

  £23,000 a year

  Minimum wage rates (opens in new tab)

  £23,000 - £26,000/year

• Training course: Information communications technician (level 3)
• Hours: Monday to Friday, 9am - 5pm.

  37 hours 30 minutes a week

• Start date:

  Tuesday 24 November 2026

• Duration:

  1 year 5 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

• Respond to client queries via phone, email, live chat and WhatsApp, logging all contacts in Halo PSA
• Resolve common IT issues such as password resets, MFA, Outlook, printers, drives and device performance
• Resolve routine alerts and escalate hardware or critical issues
• Review Microsoft 365 and backup alerts
• Manage user onboarding and offboarding, including Microsoft 365 accounts and licences
• Prepare, test and deploy Windows devices, including returned equipment
• Support Mac devices managed through Mosyle MDM
• Assist with software and agent maintenance projects
• Escalate security alerts immediately to senior support teams
• Follow identity verification procedures before password or MFA resets
• Keep documentation up to date and contribute to the knowledge base

Where you'll work

STANMORE BUSINESS AND INNOVATION CE
HOWARD RD
HA7 1BT

Training

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

Training provider

QA LIMITED

Training course

Information communications technician (level 3)

Understanding apprenticeship levels (opens in new tab)

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

Training schedule

The programme integrates live and online workshops with self-paced learning, employing a guided discovery approach for individual learner contexts.

Learners are assigned a Digital Learning Consultant (DLC) for personalised coaching and support. These specialists ensure their successful progress, wellbeing, and readiness for assessments.

Requirements

Essential qualifications

GCSE in:

• 3 of any subject (grade 4+ (A* - C))
• Maths & English (grade 3+ (D or above))

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• IT skills
• Organisation skills
• Problem solving skills

About this employer

Sona IT is a managed service provider supporting small and medium-sized businesses including financial services, legal, automotive, property, healthcare and charity clients. We look after their users, devices, Microsoft 365 tenants, networks, backups and security, and we take pride in fixing problems properly the first time.

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Ask a question

The contact for this apprenticeship is:

QA LIMITED

The reference code for this apprenticeship is VAC2000060240.

Apply now

Closes in 25 days (Tuesday 17 November 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.