Network Engineer Apprentice

About the role

2nd Line IT Support Specialist 🚀

Immersive IT is leveling up the IT game for businesses across Essex and the South East! We’re a super-fast growing Managed Service Provider (MSP) offering top-notch IT support, cybersecurity ninja skills, cloud wizardry, Microsoft 365 mastery, slick infrastructure projects, and strategic IT advice. Our mission? To deliver epic customer service and innovative tech solutions that help our clients absolutely crush their business goals. We’re all about being proactive and keeping things running smoothly. 💡

Your Mission, Should You Choose to Accept It:

• Become a 2nd Line IT Support Legend: You'll be the go-to person for tackling those trickier technical challenges and service requests. 🌟
• Hardware & Software Guru: Diagnose and fix all sorts of issues with hardware, software, operating systems, and endpoints. Think of yourself as a tech detective! 🕵️‍♀️
• Microsoft 365 Maestro: Get hands-on with and support services like Exchange Online, SharePoint, Teams, Intune, Entra ID, and Microsoft Defender. You’ll be a pro! 👑
• Server & Network Navigator: Manage and maintain Windows Server environments, Active Directory, Group Policy, DNS, and DHCP. Plus, untangle network, Wi-Fi, VPN, and firewall puzzles. 🌐
• Device Deployment Pro: Set up, configure, and support Windows 11 devices, mobile devices, printers, and anything managed by Intune. 📱
• Autotask Ace: Keep our Autotask PSA system in tip-top shape, logging incidents and service requests with accuracy and hitting those SLAs. ⏱️
• Project Powerhouse: Jump into IT infrastructure upgrades, cloud migrations, cybersecurity projects, and welcoming new clients aboard. 🤝
• Documentation Dynamo: Create and keep our technical guides and knowledge base super organized using IT Glue. 📚
• Customer Champion: Deliver stellar customer service, both remotely and on-site, and help mentor our newer team members. 💖
• Team Player & Solo Star: You'll work independently, taking ownership, but also be an awesome contributor to the team. We’re all in this together! 💯

What You'll Bring to the Table (Desirable Skills):

• Troubleshooting Prowess: Seriously strong skills in sorting out issues across Microsoft, networking, and infrastructure. 💪
• Microsoft 365 Experience: You’ve got hands-on experience with M365, Exchange Online, SharePoint, Teams, Intune, and Entra ID.
• Networking & Server Savvy: Knowledge of Windows Server, Active Directory, Group Policy, DNS, DHCP, VPNs, and TCP/IP networking.
• Tool Time: Familiarity with Datto RMM, Autotask PSA, IT Glue, remote support tools, and backup solutions is a bonus.
• Communication King/Queen: Excellent communication, documentation, customer service, and stakeholder management skills. 🗣️

Your Awesome Personal Qualities:

• Customer-Focused: You’re all about making clients happy with a professional and friendly vibe. 😊
• Organized & Detail-Oriented: You can juggle tasks like a pro and don't miss a beat. 🤹
• Ownership Taker: You see tasks through from start to finish with determination. ✅
• Enthusiastic Learner: You’re keen to dive into new tech and develop your skills. Never stop growing! 🌱

Entry Requirements:

• An A-Level in ICT OR
• An International Baccalaureate at Level 3 ICT OR
• A Level 3 apprenticeship in a similar subject OR
• A BTEC Extended Diploma in IT (180 credits)

Don't have all the boxes ticked? If you have a mix of qualifications and experience that shows you’ve got the foundation, you might still be a great fit! We also consider international equivalents (make sure to get your UK ENIC comparison document ready!).

Perks of the Job:

• Competitive Salary: We'll match your skills and experience. 💰
• Growth Opportunities: Loads of training and professional development to boost your career. 📈
• Tech Playground: Get exposed to a massive range of technologies, projects, and clients. It's a tech adventurer's dream! 🗺️

Working Hours: Full-time, Monday to Friday (typically 37.5-40 hours per week).

Why Immersive IT? We're not just a company; we're a launchpad for your IT career! 🚀

Key responsibilities

• Provide 2nd Line IT support for complex technical issues and service requests.
• Troubleshoot and resolve hardware, software, operating system, and endpoint-related problems.
• Administer and support Microsoft 365 services.
• Manage incidents and service requests, ensuring accurate updates and SLA compliance.
• Assist with IT infrastructure upgrades, cloud migrations, and cybersecurity initiatives.

Skills