IT Service Desk Engineer Apprentice (Qual Limited)

QUAL LIMITED

SURREY, RH6 9GA

Closes in 26 days (Monday 18 November at 11:59pm)

Posted on 15 October 2024

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Summary

We are offering an exciting opportunity for an Apprentice MSP Service Desk Engineer within QUAL. This apprenticeship program is tailored for individuals passionate about IT, seeking to embark on a career in technology support.

Annual wage
£21,000 a year

Minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
09:00 – 17:30 Monday – Friday

37 hours a week

Possible start date

Monday 25 November

Duration

1 year 6 months

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Apprenticeship Overview:

Engage in practical, real-world IT support tasks under the guidance of experienced professionals.

This role is ideal for those who enjoy building and supporting computers, whether for family, friends, or as part of a home lab project. We are looking for enthusiasm and a genuine interest in IT rather than formal experience or qualifications.

Key Responsibilities:

As an MSP Service Desk Engineer, you will:

  • Support the team in daily IT operations and maintenance tasks.
  • Provide first-level support under supervision, addressing basic software and hardware queries.
  • Assist in logging and managing support tickets.
  • Learn to effectively communicate technical solutions to non-technical users.
  • Participate in training and development activities as part of the apprenticeship curriculum.

Where you’ll work

UNIT 10 GATWICK METRO CENTRE

BALCOMBE ROAD

HORLEY

SURREY

RH6 9GA

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

ESTIO TRAINING LIMITED

Your training course

Information communications technician (level 3)

Equal to A level

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

    • Your training plan

    This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

    More training information

    Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

    Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

    Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

    • Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
    • Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
    • Prioritise systems support tasks and monitor and maintaining system performance.
    • Maintain regulatory, legal and professional standards.
    • Support the information systems needs for your business.

    Requirements

    Essential qualifications

    GCSE in:

    • 5 GCSE's including English and Maths (grade (A*-C/9-4 or equivalent))

    Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

    Skills

    • Team working
    • A passion for IT
    • Good problem-solving abilities
    • Customer-centric mindset
    • Strong desire to learn
    • Customer service skills
    • Independent person/thinker

    Other requirements

    Work Environment and Conditions • The apprenticeship requires working 5 days a week at our office in Horley. • No homeworking option available; this role is office-based to maximise learning and hands-on experience. • Join a supportive and collaborative team, in an environment that fosters learning and professional growth. Benefits: • Gain hands-on experience in a VAR/MSP environment. • Work alongside experienced professionals, benefiting from their knowledge and guidance. • After successful completion, there may be opportunities to continue your career with us, building on the skills and experience gained.

    About this company

    Founded in 1994, Qual Limited is an independent IT specialist based near Gatwick. We take pride in our impartial advice and commitment to delivering complete turnkey solutions. With full accreditation from tier-one vendors, you can trust Qual to provide the comprehensive support you need.

    After this apprenticeship

    This role offers the potential for a permanent position upon successful completion of the apprenticeship, contingent on performance.

    Ask a question

    The contact for this apprenticeship is:

    ESTIO TRAINING LIMITED

    Sean Hove

    Sean.Hove@estio.co.uk

    0113 3500 333

    The reference code for this apprenticeship is VAC1000282263.

    Apply now

    Closes in 26 days (Monday 18 November at 11:59pm)

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.