North East Apprenticeships
Find the perfect role for you and start your dream career today, apply for a wide variety of apprenticeship roles in less than 5 minutes!
Digital Support Technician Level 3 Apprentice
411218459861
CTRL Networks LTD
£14,232.00 - 36 hours per week
Working week: Monday to Friday 8:45am – 5:00pm (with 1-hour lunch break) Office-based in South Shields, with occasional supervised site visits
IT Helpdesk Apprentice supporting small and medium‑sized businesses across the North East. The apprentice will work as part of a managed service provider (MSP) delivering first‑line technical support, assisting users with day‑to‑day IT issues including Microsoft 365, Windows devices, networking, security, and telecoms. The role involves logging and resolving tickets, assisting with device setup, supporting cloud services, and learning proactive IT management through modern RMM and security tools.
Role and responsibilities
* Logging, categorising, and prioritising support tickets via our PSA system
* Providing first‑line remote support for Windows PCs and laptops
* Supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
* Assisting with password resets, account setup, and user onboarding
* Device builds and configuration (Windows, Intune enrolment)
* Basic troubleshooting of printers, connectivity, and WiFi issues
* Assisting with antivirus and endpoint security monitoring
* Supporting backup systems and basic restore requests
* Escalating more complex issues to second and third‑line engineers
* Maintaining accurate documentation
* Providing excellent customer service to clients
Required Skills
* Skills:
* Basic understanding of computers and Windows operating systems
* Interest in IT, cybersecurity, and cloud technologies
* Good written and verbal communication skills
* Basic understanding of Microsoft Office applications
* Personal Qualities:
* Friendly and professional manner
* Strong willingness to learn
* Problem‑solving mindset
* Reliable and punctual
* Ability to work independently and as part of a small team
* Calm under pressure
Training and support
Learning and Skills apprenticeship programmes are delivered through a mixture of face‑to‑face and virtual methods by our fully qualified and industry‑experienced apprentice training team. Using their expert knowledge gained from industry time, we’ve tailored our programmes to use the most up‑to‑date tools and technologies so that the skills we create can be used directly in the workplace. As one of our learners, you’ll benefit from coaching, help and guidance from our dedicated team whose job it is to ensure your success. Successful completion of this apprenticeship gives you an accredited Digital Support Technician Level 3 Apprenticeship qualification.
Digital Support Technician Level 3
#J-18808-Ljbffr