It Service Desk Engineer Apprentice
Network ROI · Scotland · EH25 9RE
About the role
🔥 Launch Your IT Career: IT Service Desk Engineer Apprentice 🔥
Ready to dive into the world of tech and become a problem-solving hero? 🚀 Network ROI is on the lookout for a driven and excited IT Service Desk Engineer Apprentice to join our awesome team! This is your chance to score real-world experience in a buzzing IT support scene while earning a nationally recognised Digital Helpdesk Support Level 6 Apprenticeship with QA. We've got your back with loads of training, hands-on practice, and guidance from seasoned IT pros to help you level up your tech and customer service skills. As you get more confident and knowledgeable, you'll take on more responsibility and work your way towards a permanent Service Desk Engineer gig. 🌟
What You'll Be Doing:
- Be the first point of contact for techy troubles, helping people out via phone, email, and remote tools. 📞📧
- Keep our IT support tickets organised, categorised, and updated in our service management systems. 📂
- Figure out and fix common IT glitches using our guides and senior engineer advice. 🤔
- Help users with Microsoft 365, Windows devices, printers, business apps, and mobile tech. 💻📱
- Handle user account stuff, password resets, setting up devices, and getting new team members onboarded (and offboarded). 👋
- Champion security best practices like multi-factor authentication and endpoint protection. 🛡️
- Respond to system alerts and know when to flag issues for the big guns. 🚨
- Pass on trickier tech problems to senior engineers. ⬆️
- Craft clear guides, knowledge base articles, and ticket notes. 📝
- Share your ideas to make customer service, documentation, and our processes even better! ✨
What We're Looking For:
- A genuine passion for tech and a burning desire to build a career in IT. 🔥
- Amazing communication and customer service skills. 🗣️👍
- Someone who's curious, takes initiative, and is super keen to learn new tech. 💡
- A logical thinker who loves a good challenge and solving puzzles. 🧩
- Organised, dependable, and pays attention to the small stuff. ✅
- Comfortable working solo and being a key player in a team. 🤝
Skills & Requirements:
- You must be a driver – this role needs you on the move! 🚗💨
- Confident interacting with customers and the public. 😊
- Studied Computing, Digital Technologies, or something similar. 📚
Your Schedule:
- 37.5 hours per week, Monday to Friday, 8:30 am - 5:00 pm. ⏰
The Perks:
- A generous 30 days of annual leave. 🏖️
- Vitality health care. ❤️
- Death in service benefit. ⚰️
- Discretionary EO bonus scheme. 💰
- Company sick pay. 🤒
Future Opportunities:
- Seriously, 90% of QA apprentices land permanent jobs after finishing – that's 20% above the national average! 📈
Heads Up!
This apprenticeship is designed specifically for this job, so you'll get top-notch training tailored to your role. Your dedicated QA skills coach and work mentor will be there every step of the way, helping you settle in, master the skills you need, and ace your assessments. They'll map out your growth, boost your skills with immersive training, and make sure everything you learn is super relevant. Plus, you’ll get a nationally recognised SCQF Level 6 qualification to show for it! 🏆
Ready to kickstart your tech journey and get qualified at the same time? APPLY NOW! 🎉
Key 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.