IT Service Desk Engineer Level 3 Apprenticeship - Network ROI

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.

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