IT Service Desk Engineer Apprentice

QA Limited; Roslin; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

30 days annual leave

Vitality health care

Death in service benefit

Discretionary EO bonus scheme

Company sick pay

Job summary

QA Limited invites you to join as an IT Service Desk Engineer Apprentice in Scotland. This role combines hands-on IT support with a nationally recognised Digital Helpdesk Support Level 6 Apprenticeship with QA.

You’ll gain comprehensive training and mentoring from experienced engineers, develop technical and customer service skills, and progress toward a permanent Service Desk Engineer position. Working hours are 37.5 per week.

Qualifications

• Must be a driver due to the nature and location of the role.
• Experience and confidence with customers and general public.
• Studied Computing, Digital Technologies or a related subject.

Responsibilities

• Provide first-line technical support to customers via phone, email and remote support tools.
• Log, categorise, update and manage IT support tickets using service management systems.
• Diagnose and troubleshoot common IT issues, following documented processes and guidance from senior engineers.
• Support users with Microsoft 365 applications, Windows devices, printers, business software and mobile devices.
• Assist with user account administration, password resets, device configuration and onboarding/offboarding activities.
• Help maintain security best practices, including multifactor authentication and endpoint protection tools.
• Respond to system monitoring alerts and identify when issues require escalation.
• Escalate complex technical issues to senior engineers where appropriate.
• Create and maintain clear documentation, knowledge base articles and ticket notes.
• Contribute ideas to improve customer service, documentation, processes and automation.

Skills

Driver

Customer service

Computing background

Education

Computing/Digital Technologies studies

Job description

Launch your IT career with Network ROI! Are you passionate about technology and enjoy helping people solve problems?

Network ROI is looking for a motivated and enthusiastic IT Service Desk Engineer Apprentice to join their growing team. This is an exciting opportunity to gain real-world experience in a fast-paced IT support environment while working towards a nationally recognised Digital Helpdesk Support Level 6 Apprenticeship with QA.

You'll receive comprehensive training, hands-on experience, and support from experienced IT professionals as you develop the technical and customer service skills needed for a successful career in technology.

As your confidence and knowledge grow, you'll take increasing ownership of customer support requests and work towards progression into a permanent Service Desk Engineer position.

Responsibilities:

• Provide first-line technical support to customers via phone, email and remote support tools.

• Log, categorise, update and manage IT support tickets using service management systems.

• Diagnose and troubleshoot common IT issues, following documented processes and guidance from senior engineers.

• Support users with Microsoft 365 applications, Windows devices, printers, business software and mobile devices.

• Assist with user account administration, password resets, device configuration and employee onboarding and offboarding activities.

• Help maintain security best practices, including multifactor authentication and endpoint protection tools.

• Respond to system monitoring alerts and identify when issues require escalation.

• Escalate complex technical issues to senior engineers where appropriate.

• Create and maintain clear documentation, knowledge base articles and ticket notes.

• Contribute ideas to improve customer service, documentation, processes and automation.

What we're looking for:

• Passionate about technology and eager to build a career in IT.

• A strong communicator with excellent customer service skills.

• Curious, proactive and enthusiastic about learning new technologies.

• A logical thinker who enjoys solving problems.

• Organised, reliable and attentive to detail.

• Comfortable working independently and as part of a collaborative team.

Skills & requirements:

• Must be a driver due to the nature and location of the role.

• Experience and confidence with customers and general public.

• Studied Computing, Digital Technologies or a related subject.

Working hours: 37.5 hours per week, 8:30am - 5pm

Benefits:

• 30 days annual leave

• Vitality health care

• Death in service benefit

• Discretionary EO bonus scheme

• Company sick pay

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.

If you are interested in starting your career and receiving a work based qualification at the same time APPLY NOW!