Network & Infrastructure Engineer apprentice

Level 1 service desk

• Carry out the start-of-day and end-of-day processes, preparing the managed service screens and logins for operations.
• Perform the start-of-day checks covering premises, server room, phones and service desk set-up, and raise any exceptions promptly.
• Prepare the daily Operational Readiness Report (ORR). This covers backup status, Cyber Smart score, Graylog usage and sidecar health, per-customer security statistics and analysis.
• Answer customer calls, log, triage, update and follow up tickets in the PSA (Halo), keeping customers informed and notes clear enough for any engineer to pick up.
• Raise line faults with carriers and chase them through to resolution.
• Diagnose and fix first-line problems with PCs, user accounts, connectivity, Wi-Fi and remote access.
• Perform basic connectivity, service and post-change tests following documented procedures, and record the results.
• Escalate more complex issues to senior engineers with the right information - clear notes on what has been checked and found, and learn from how they solve them.
• Carry out routine checks, patching, backups and monitoring on customer networks, servers and security devices.
• Keep documentation, asset records and our ISO procedures up to date.

Level 2 support (with guidance)

• Investigate and resolve selected Level 2 tickets, agreed with the Service Desk Champion and reviewed by a senior engineer.
• Draft customer reports from documented procedures, for review by senior engineers.

As you progress (engineering)

• Configure and support switches, routers, firewalls and wireless access points.
• Build and maintain Windows and Linux servers and virtual machines on Proxmox.
• Help investigate security alerts and apply security hardening.
• Join engineers on customer sites to install, upgrade and commission networks.
• Plan and deliver a small network project of your own, which forms the basis of your End Point Assessment.

Attitude

• You are reliable: you turn up, follow through and own your mistakes.
• You stay calm and patient when something is broken and a customer is frustrated.
• You want to keep learning, and you will put in the study time to pass your exams.
• You take security and confidentiality seriously.

Aptitude

• You enjoy working out how things work and why they have stopped working.
• You think logically and methodically, and you write down what you find.
• You have a genuine interest in networks, computers or cybersecurity (a home lab, a self-built PC, gaming servers or online courses all count).

Customer manner

• You speak clearly and politely on the phone and in writing.
• You can explain technical things in plain English to people who aren’t technical.
• You are happy to ask for help, and you work well in a small team.