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Digital Support Technician Level 3 Apprentice

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 time spent in the industry, weve 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, youll 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 3Apprenticeship qualification

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