IT Service Desk Support Apprentice
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Company: MANAGED ENTERPRISE TECHNOLOGIES LIMITED
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Location: West Midlands, B15 3DH
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Type: Apprenticeship
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Salary: Apprenticeship Minimum Wage
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Sector: Digital
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Ref: NAS-2000045914
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Application Deadline Date: 31/08/2026
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Start Date: 02/09/2026
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Positions Available: 1
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Working Week: Monday to Friday, 9am - 5:30pm
Brief Description
Gain experience of providing 1st & 2nd line support to a range of clients, resolving issues and problems with customers' IT infrastructure, providing insight and proposing solutions to IT issues. You will work on a range of projects, including upgrades, migrations and implementations.
Training to be Provided
QA’s Cloud Network Specialist Level 3 apprenticeship programme enables the apprentice to:
- Follow a cloud-first curriculum, covering on-premise and cloud-enabled networking
- Learn about core networking principles, including network addressing, cloud, virtualisation and security
- Understand the principles, hardware, protocols and services that form part of on-premise, cloud and hybrid network architectures
- Train with QA – the largest and leading provider for both Microsoft and AWS training
- Learn technical content that aligns to, and is relevant to, employers and the market
- Learn about DevOps methodologies and the fundamentals of databases and data migration
Tools and technologies learned: Learners will learn to use Microsoft Azure, AWS and Google Cloud.
Future Prospects
Guaranteed job opportunity once completing the apprenticeship and qualifying. Many apprentices move into roles such as:
- IT Support Engineer
- Cloud Engineer
- Infrastructure Engineer
- Cyber Security Analyst
- Technical Consultant
Vacancy Detail
- Learning many aspects of providing support to customers, including helping users who have technical issues or need help with supporting applications
- Dealing with alerts and automated system monitoring
- Ensure that all systems and services are proactively maintained, monitored and supported to ensure that we are meeting set SLA's
- Monitor the Service Desk email inbox to respond to support calls logged via email
- Answer telephone and complete support issues from initial contact to resolution. Log all calls in the relevant Call Logging system
- Provide 1st and 2nd line support on calls assigned by a service desk team member or other Support Engineer
- Escalate incidents when required to 3rd parties, external resources, or others
- Investigate, diagnose and troubleshoot a wide variety of problems with network and computer hardware, device drivers, operating systems and application server software
- Write up support calls and maintain documents and records to a professional standard; for example, Request for Change (RFC's),
- Customer Build Logs and Tech Docs
- Attend the site and carry out any on-site support work as required
- Provide excellent customer service by understanding the business drivers, taking proactive action and providing clear communication