1st Line IT Support Apprentice

QA; Haddington; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

Fully funded apprenticeship

Structured training and mentoring

Hands-on exposure to secure cloud ops

20 days holiday + BH

Job summary

QA is recruiting a 1st Line IT Support Apprentice to be the onsite IT presence at Pure Malt, based full-time onsite in Haddington. You will be employed by QA and supported by the 3Gi Technology team while training for an industry-recognised qualification.

Entry is open to individuals with a genuine interest in IT; no prior IT experience is required. You will develop hands-on skills across Microsoft 365, cloud apps, and security-focused operations as part of a structured apprenticeship.

Qualifications

• Apprenticeship with on-the-job IT training at Pure Malt and support from a wider engineering team.
• No prior IT experience required, just a real interest in technology and a willingness to learn.
• Excellent communication and customer-facing skills are essential.

Responsibilities

• Act as the friendly IT contact for Pure Malt users
• Provide 1st line IT support face to face, by phone and by email
• Handle walk-up queries and manage user expectations professionally
• Log, own and progress tickets, escalating to senior engineers when needed
• Troubleshoot everyday hardware and software issues
• Support users with Microsoft 365 and cloud applications
• Set up new starters with devices, accounts and access
• Handle software install and download requests

Skills

Customer service

Communication

Organised & methodical

Willing to learn

Reliable

Education

A-Level or equivalent

Tools

Microsoft 365

Job description

We are looking for a driven and curious 1st Line IT Support Apprentice to be the onsite IT presence at one of our clients, Pure Malt, and start building a real career in technology. You will be employed by, and part of, the 3Gi Technology team, but based full-time onsite at Pure Malt.

Pure Malt is an East Lothian business that makes malt-based ingredients for food and drink companies, exporting to more than 50 countries. 3Gi is a UK-based technology services group specialising in digital transformation, Cloud, AI and Cyber Security.

About the role:

You will be the first point of contact for their users, handling day-to-day IT issues face to face, by phone and by email. You will be the friendly, dependable face of IT onsite, so a strong customer service approach and clear communication are essential. You will be fully supported by our wider, experienced engineering team, who provide escalation, technical depth, mentoring and backup. You will never be on your own.

This is a full apprenticeship.

You will work towards an industry-recognised qualification while you earn, with training geared towards our Security Operations and Cloud Operations teams. You do not need previous IT experience. What matters is a genuine interest in technology, a willingness to learn, and the confidence to talk to people.

Responsibilities:

• Act as the friendly, visible IT contact for users at Pure Malt
• Provide 1st line technical support face to face, by phone and by email
• Handle walk-up queries and manage user expectations professionally
• Log, own and progress tickets, escalating to senior engineers where needed
• Troubleshoot everyday hardware and software issues
• Support users with Microsoft 365 and cloud applications
• Set up new starters with devices, accounts and access
• Handle software install and download requests

What we're looking for:

• A real interest in IT and technology, whether from study, a home lab or just tinkering
• Comfortable dealing with people face to face, not just behind a screen
• Good communicator with both colleagues and customers
• Organised and methodical in how you approach problems
• Happy to ask questions and learn from the people around you
• Reliable, flexible and willing to get stuck in
• Able to commute reliably to Haddington, East Lothian, five days a week

Nice to have:

• A-Level or equivalent
• Any IT-related study, home lab or personal projects

You don't need to tick every box. We care about attitude and aptitude far more than what is on paper.

Working hours:

8am - 5pm, including a lunch break of 1 hour

Benefits:

• A recognised apprenticeship qualification, fully funded
• Structured training and mentoring from experienced engineers
• Hands-on exposure to modern enterprise technology, including security and cloud operations
• 20 days holiday plus bank holidays
• Company pension, free flu jabs and sick pay
• A supportive team with regular feedback

Future prospects:

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

Important information:

This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.

Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.

On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6.