About the apprenticeship
Duties
As a 1st Line Support Engineer Apprentice, you will support our clients by acting as the first point of contact for IT-related queries. Under the guidance of experienced engineers, you will learn how to diagnose and resolve common technical issues while delivering excellent customer service. Your day-to-day work will involve supporting users with Microsoft 365 applications, Windows devices, and general IT tasks, while building a strong foundation for a career in IT and cloud technologies.
Job Responsibilities:
•Respond to client support requests via phone, email, and chat in a professional and friendly manner
•Log, update and manage support tickets accurately within the service desk system
•Troubleshoot basic issues on Windows 11 devices
•Assist users with Microsoft 365 applications such as Outlook, Teams, Word, OneDrive and SharePoint
•Support with hardware setup, software installations and basic network connectivity issues
•Follow internal processes to escalate more complex technical issues to senior engineers when required
•Provide clear, easy-to-understand guidance to users to resolve issues efficiently
•Document solutions and contribute to internal knowledge bases and team documentation
Additional information
Renumeration and Benefits:
•Onsite Parking
•25 Days Holiday (+ bank holidays)
Requirements
Qualifications
GCSE (or equivalent) in Maths and English at Grade A*-C/Level 2: Desirable
GCSE (or equivalent) in an IT subject: Desirable
Skills and/or personal qualities required:
•Strong interest in IT and technology, with a genuine desire to learn and develop new skills
•Positive, customer-focused attitude with a willingness to help others
•Good communication skills and confidence in speaking with users at different technical levels
•Logical approach to problem-solving and the ability to stay calm under pressure
•Willingness to take feedback on board and apply it to personal development
•Reliable, punctual and able to manage time effectively
•Enthusiastic, proactive and keen to build a long-term career in IT
Skills
Skills and/or personal qualities required:
•Strong interest in IT and technology, with a genuine desire to learn and develop new skills
•Positive, customer-focused attitude with a willingness to help others
•Good communication skills and confidence in speaking with users at different technical levels
•Logical approach to problem-solving and the ability to stay calm under pressure
•Willingness to take feedback on board and apply it to personal development
•Reliable, punctual and able to manage time effectively
•Enthusiastic, proactive and keen to build a long-term career in IT
Welsh language
Welsh spoken skills: No
Welsh written skills: No
If you are interested in doing an apprenticeship through the medium of Welsh or bilingually, please contact the training provider to find out if it is available.
Training provided
Training provider
Catapwlt
Qualification
Apprenticeship Level 3 – Digital Infrastructure Engineer
Disability confident
Is this employer disability confident: No
What is disability confident?
Disability confident employers are committed to offering equal opportunities for people with disabilities and health conditions.
Employer details
Konsolute
Wylfa Newydd Site Offices
Anglesey
LL67 0AA