Technical Support Engineer Apprentice

Summary

We are looking for talented and motivated individuals with a passion for technology who are looking for a long-term career. We have had previous apprentices develop at a fast pace, not only within their degree studies, but also in their technical positions within the company, and are now graduating well positioned to step into senior positions.

Wage

£19,055 a year

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Salary will increase to £21,000 from 1st September 2025.

Training course

Digital and technology solutions professional (level 6)

Hours

Monday - Friday, between 8.45am - 5.15pm, with an hour lunch break.

37 hours 30 minutes a week

Start date

Tuesday 1 July 2025

Duration

4 years

Positions available

2

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

This is a full-time position working within our Technical Services Team whilst studying towards a degree.

The degree is a work-based programme designed to provide essential knowledge, understanding and skills required to operate effectively and successfully in a technical support role.

It allows you to combine workplace learning opportunities with theoretical knowledge gained through formal classes.

The programme offers a highly practical approach to learning that is immediately applicable to workplace situations.

This is an exciting opportunity to join the expanding team at SolutionsPT, where no two days are the same. You will be involved in providing first-class technical support to customers on a wide range of industrial software, hardware and associated products.

With 100 employees, we’re a growing company, staffed with bright, energetic people who believe passionately in what they are doing.

We look for and hire the best talent in all areas of our business and recruit people who strive to do and be the best, and who really want to make SolutionsPT even more successful than it is today.

The role which we are currently looking to fill is that of a Support Engineer. The role will be predominantly office-based. However, occasional travel to customers’ sites in the UK and Ireland may be required.

Flexibility in working times is necessary, within our shift pattern and to satisfy customers’ needs. The purpose of this role is:

Providing first-class technical support to customers on a wide range of industrial software, hardware and associated products
Handling incoming customer problems relating to the implementation and application of the software
Logging requests in the call tracking system
Seeking to resolve customer problems effectively and efficiently
Providing an element of training and consultancy to customers
Working with the Technical Services Manager in the introduction and maintenance of support procedures, including the escalation of issues in accordance with Company policy
To be a trusted advisor for the products allocated, including certification on products where applicable
Staying up-to-date with the development of new products and operating systems
Identifying opportunities to improve the efficiency of the team and the service it provides to customers

Where you’ll work

Unit 1 Oakfield Road
Cheadle Royal Business Park
Cheadle
Cheshire
SK8 3GX

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

MANCHESTER METROPOLITAN UNIVERSITY

Your training course

Digital and technology solutions professional (level 6)

Equal to degree

Course contents

Analyse a business problem to identify the role of digital and technology solutions.
Identify risks, determine mitigation strategies and opportunities for improvement in a digital and technology solutions project.
Analyse a business problem in order to specify an appropriate digital and technology solution.
Initiate, design, code, test and debug a software component for a digital and technology solution.
Apply relevant standard processes, methods, techniques and tools. For example, ISO Standards, Waterfall, Agile in a digital and technology solution project.
Manage digital and technology solutions projects. For example, identifying and resolving deviations from specification, applying appropriate Project Management methodologies.
Work effectively within teams, leading on appropriate digital technology solution activities.
Apply relevant organisational theories. For example, change management principles, marketing approaches, strategic practice, and IT service management to a digital and technology solutions project.
Apply relevant security and resilience techniques to a digital and technology solution. For example, risk assessments, mitigation strategies.
Initiate, design, implement and debug a data product for a digital and technology solution.
Determine and use appropriate data analysis techniques. For example, Text, Statistical, Diagnostic or Predictive Analysis to assess a digital and technology solutions.
Plan, design and manage simple computer networks with an overall focus on the services and capabilities that network infrastructure solutions enable in an organisational context.
Report effectively to colleagues and stakeholders using the appropriate language and style, to meet the needs of the audience concerned.
Research, investigate, and evaluate innovative technologies or approaches in the development of a digital and technology solution.
Apply relevant legal, ethical, social and professional standards to a digital and technology solution.
Identify and define software engineering problems that are non-routine and incompletely specified.
Provide recommendations as to the most appropriate software engineering solution.
Use appropriate analysis methods, approaches and techniques in software engineering projects to deliver an outcome that meets requirements.
Implement software engineering projects using appropriate software engineering methods, approaches and techniques.
Respond to changing priorities and problems arising within software engineering projects by making revised recommendations, and adapting plans as necessary, to fit the scenario being investigated.
Determine, refine, adapt and use appropriate software engineering methods, approaches and techniques to evaluate software engineering project outcomes.
Evaluate learning points arising from software engineering work undertaken on a project including use of methods, analysis undertaken, selection of approach and the outcome achieved, in order to identify both lessons learnt and recommendations for improvements to future projects.
Extend and update software development knowledge with evidence from professional and academic sources by undertaking appropriate research to inform best practice and lead improvements in the organisation.
Analyse client needs and determine how to advise them strategically through improved business processes, new ideas, or technology solutions.
Effectively communicate value add to the client through a variety of media. For example, presentations, written reports, Storytelling in a professional setting through performing socio-technical process improvements in a range of environments.
Make evidence based recommendations taking into account risks, costs, and benefits.
Participate in walk-throughs for Information Technologies, to identify, document and evaluate key risks within a client’s organisation.
Perform stakeholder analysis to identify, determine and deepen understanding of system requirements and develop client relationships.
Effect change within an organisation through evaluation of a new system, process or initiative.
Ensure legal and ethical requirements are accommodated in the development of digital and technology solutions.
Evaluate the success of new systems, processes, or initiatives.
Use requirements elicitation, analysis and documentation to produce an acceptable solution for business problems or further opportunities.
Conduct Process Analysis, Definition, Mapping and Modelling within a business situation without supervision.
Produce Use Cases which are of value to all stakeholders of a system.
Use tools and benchmarking to support modelling and requirements gathering and recommend approaches to team members as required.
Produce a business case to scope a proposed project including business benefits and recommendations.
Use products of analysis in the design and development of a system.
Evaluate the impacts of model selection and how they inter-relate with each other when generating business analytics.
Recommend and use appropriate software tools to implement Business Analysis tasks and outcomes.
Discover, identify and analyse security threats, attack techniques and vulnerabilities and recommend mitigation and security controls.
Undertake security risk assessments for complex systems without direct supervision and propose a remediation strategy relevant to the context of the organisation.
Recommend improvements to the cyber security approaches of an organisation based on research into future potential cyber threats and considering threat trends.
Manage cyber security risk.
Use appropriate cyber security technology, tools and techniques in relation to the risks identified.
Lead cyber security awareness campaigns and evaluate their effectiveness.
Analyse cyber security requirements against other design requirements for systems or products, identify conflicting requirements and recommend appropriate solutions with clear explanation of costs and benefits.
Lead the design and build of systems in accordance with a security case to address organisational challenges.
Define Data Requirements and perform Data Collection, Data Processing and Data Cleansing.
Apply different types of Data Analysis, as appropriate, to drive improvements for specific business problems.
Find, present, communicate and disseminate data analysis outputs effectively and with high impact through creative storytelling, tailoring the message for the audience. Visualise data to tell compelling and actionable narratives by using the best medium for each audience, such as charts, graphs and dashboards.
Identify barriers to effective analysis encountered both by analysts and their stakeholders within data analysis projects.
Apply a range of techniques for analysing quantitative data such as data mining, time series forecasting, algorithms, statistics and modelling techniques to identify and predict trends and patterns in data.
Apply exploratory or confirmatory approaches to analysing data. Validate and and test stability of the results.
Extract data from a range of sources. For example, databases, web services, open data.
Analyse in detail large data sets, using a range of industry standard tools and data analysis methods.
Identify and collate stakeholder needs in relation to computer network requirements, plans and designs.
Plan, design, document, and develop the relevant elements of a computer network within an organisation or between organisations, taking into account customer requirements (performance, scale), constraints (budget, equipment availability), and define policies for their use.
Monitor performance and ensure networks are configured correctly and perform as expected by designers or architects. Undertake capacity management and audit of IP addressing and hosted devices.
Investigate, troubleshoot and resolve data network faults in local and wide area environments, using information from multiple sources, Physically or Remotely by console connection. Recommend and implement short term fixes to restore service and, or, quality of experience and recommend longer term changes to prevent recurrence or reduce impact of future occurrences.
Implement computer networks from a design including testing and validation. This includes populating variables in configurations, for example, IP addresses and subsequent application of configuration to equipment such as routers, switches, firewalls.
Secure network systems by establishing and enforcing policies, and defining and monitoring access. Support and administer firewall environments in line with IT security policy.
Research and evaluate emerging network technologies and assess relevance to current network requirements. Provide an objective opinion on how new features and technologies may be incorporated as required by the organisation.
Investigate security concerns or attacks. For example, Distributed Denial of Service (DDOS), port scanning, assessing key metrics and indicators, evidencing the chosen steps to mitigate.
Analyse a business problem to identify the role of digital and technology solutions.
Identify risks, determine mitigation strategies and opportunities for improvement in a digital and technology solutions project.
Analyse a business problem in order to specify an appropriate digital and technology solution.
Initiate, design, code, test and debug a software component for a digital and technology solution.
Apply relevant standard processes, methods, techniques and tools. For example, ISO Standards, Waterfall, Agile in a digital and technology solution project.
Manage digital and technology solutions projects. For example, identifying and resolving deviations from specification, applying appropriate Project Management methodologies.
Work effectively within teams, leading on appropriate digital technology solution activities.
Apply relevant organisational theories. For example, change management principles, marketing approaches, strategic practice, and IT service management to a digital and technology solutions project.
Apply relevant security and resilience techniques to a digital and technology solution. For example, risk assessments, mitigation strategies.
Initiate, design, implement and debug a data product for a digital and technology solution.
Determine and use appropriate data analysis techniques. For example, Text, Statistical, Diagnostic or Predictive Analysis to assess a digital and technology solutions.
Plan, design and manage simple computer networks with an overall focus on the services and capabilities that network infrastructure solutions enable in an organisational context.
Report effectively to colleagues and stakeholders using the appropriate language and style, to meet the needs of the audience concerned.
Research, investigate, and evaluate innovative technologies or approaches in the development of a digital and technology solution.
Apply relevant legal, ethical, social and professional standards to a digital and technology solution.

Your training plan

Apprentices attend Manchester Metropolitan University for one day a week during the academic year, over a period of four years.
Teaching is delivered face to face one day a week during the academic year.
Upon successful completion of the programme, participants will achieve a BSc (Hons) Digital and Technology Solutions degree by Manchester Metropolitan University, as well as a Level 6 degree apprenticeship qualification.

Requirements

Essential qualifications

GCSE or equivalent in:

Maths and English (grade A*-C/9-4)

A Level or equivalent in:

Various (grade BCC (104 UCAS Points))

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

Communication skills
IT skills
Analytical skills
Team working
Self-motivated
Inquisitive personality
Passion for technology

Other requirements

You will join us prior to the start of your degree to become familiar with the way we work. On commencement of the course, you will spend approximately 33 days at University during the academic year, with additional study on the job and an element of personal study. The remainder of your time will be spent working in our offices in Cheadle, Cheshire. As part of your pay, benefits and well-being package you can expect: - 25 days holiday per year - Annual Bonus Scheme - UK Healthcare Scheme - Access to Benefits Hub - Paid Volunteering Days

About this company

With a proud history dating back to 1985, SolutionsPT is a dynamic company founded by CEO John Bailey, dedicated to delivering cutting-edge IT solutions for the industrial world. The company ethos is firmly rooted in continuous improvement and success for its customers, a commitment reflected in their strategic partnership with global leading software brand AVEVA since 1991. Employee wellbeing is a priority at SolutionsPT. We offer a range of wellness activities, such as holistic massages, health screenings, and mental health support through trained Mental Health First Aiders. SolutionsPT is also renowned for its vibrant company culture, regularly hosting company meetings that blend business updates with fun activities, fostering a sense of community among employees. The company's commitment to transparency is evident in its regular updates on the company's financial status and achievements. We have a strong culture of employee engagement and personal development, achieving Platinum status in the Investors in People accreditation.

https://www.solutionspt.com/ (opens in new tab)

Company benefits

25 days holiday per year plus all Bank Holidays. 33 days University attendance. Generous salary sacrifice pension scheme. Quarterly company bonus scheme. Free car parking. Flexible and part-time working. Healthcare. Life assurance. Sabbaticals.

After this apprenticeship

SolutionsPT prides itself on a company culture that fosters knowledge, insight, and understanding. Its dedicated training and personal development programmes are a testament to its commitment to nurturing industry experts and leaders of tomorrow.

We are looking for talented and motivated individuals with a passion for technology who are looking for a long-term career at SolutionsPT. We have had previous apprentices develop at a fast pace, not only within their degree studies, but also in their technical positions within the company, and are now graduating from university well-positioned to step into senior positions.

The skills they possess include training others, delivering consultancy to customers, being an escalation to more junior members of the team and much more.

Ask a question

The contact for this apprenticeship is:

MANCHESTER METROPOLITAN UNIVERSITY

The reference code for this apprenticeship is VAC1000315308.

Apply now

Closes in 15 days (Friday 9 May 2025)

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This apprenticeship requires you to apply through the employer's website.

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