IT Service Desk Engineer Level 3 Apprenticeship - Network ROI

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 is recruiting for an IT Service Desk Engineer Apprentice in Scotland. This role offers hands-on IT support experience, working towards a nationally recognised Digital Helpdesk Support Level 6 Apprenticeship with QA, with comprehensive training and guidance from experienced professionals.

You will progressively take ownership of support requests, develop technical and customer service skills, and aim for progression into a permanent Service Desk Engineer position.

Qualifications

• Passionate about technology and eager to build a career in IT.
• Strong communicator with excellent customer service skills.
• Curious, proactive and enthusiastic about learning new technologies.
• Logical thinker who enjoys solving problems.
• Organised, reliable and attentive to detail.
• Comfortable working independently and as part of a collaborative team.

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.

Skills

Customer service

Communication

Problem solving

Teamwork

Attention to detail

Education

Computing/Digital Technologies studied

Job description

Launch your IT support career with Network ROI!

Earn while you learn, solve real-world issues and help customers, with expert guidance and a recognised apprenticeship.

The Role

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.