Apprenticeship vacancy

Level 3 Infrastructure Technician

Title – 1st/2nd Line Support Engineer Apprentice

Location: Leeds 

Weekly Hours Worked – 37.5 hours – 9-5.30pm.

Salary – Meets the apprentice NMW & above


Please contact Ciara on or call 01133 500 333

About the company:

This company is a leading build to rent and residential block Management Company, delivering services nationwide. We currently manage tens of thousands of apartments in the UK and are involved in numerous schemes at different stages of development. Our clients include major developers and global investment funds and we also represent thousands of leaseholders nationwide.

The diversity of our client base calls for an integrated team approach and our experts strive to deliver value to our clients through clear, innovative thinking and timely solutions.  We are also firm believers that you create your own success!  As an entrepreneurial business we recognise and promote individuals who show potential to commit and grow with the business.

This company is part of Cortland, who wish to develop 10,000 BTR units in the UK over the next 5-7 years commencing with our first 486-unit BTR residential development in Watford and the second, a 300-unit scheme in Woking.

Due to continued business expansion, working in the newly created role as a 1st/2nd Line Support Engineer, your duties will be varied, and we are looking for someone with the following:-


Brief job description:

Estio Training have an exciting new opportunity for a Infrastructure Technician Apprentice with a property rentals company based in Leeds.

Job Description:

Due to continued business expansion, working in the newly created role as a 1st/2nd Line Support Engineer, your duties will be varied, and we are looking for someone with the following:-

Your duties and responsibilities in this role will consist of:

  • Providing excellent customer service by email, phone and remote access tools
  • Following standard processes for creating, updating, and resolving issues
  • Resolving helpdesk issues promptly and efficiently by troubleshooting queries, determine the best actions and offering reliable first-time fixes for reported queries
  • Effectively monitoring progress of customer requests from the initial report until the issues are resolved, whilst ensuring regular updates to appropriate participants to ensure required SLA’s are met
  • Effectively recording customer queries, identify trends and taking proactive steps to reduce recurrence e.g. by providing documentation and training on best practice
  • Collaborating effectively with internal and external teams to ensure user’s concerns are appropriately handled
  • Keeping regular contact with customers to monitor their satisfaction
  • Building and maintaining excellent relationships with both internal customers and external suppliers



  • 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Skills Required:

  • Technical Support / Customer Service / Helpdesk experience
  • Experience in supporting 3rd party software applications
  • Knowledge and experience with Helpdesk ticketing tools
  • Server management – Windows 2012 / 2016 / 2019
  • Office 365 administration
  • Hyper-V Virtualisation
  • Active Directory, Group Policies, DHCP, DNS
  • Installing, managing & supporting Windows 10, Office 2016 as well as other applications
  • Installing and configuring computer hardware, operating systems and applications
  • Creating/deactivating new starter/leaver accounts
  • Network monitoring, maintenance and installations
  • Support of VOIP telephone system
  • Monitoring of Monitor DLP/Spam emails, Web filtering, SIEM logs, Backups and replication
  • Setting up and maintaining mobile phones – Android/iPhone
  • Maintaining IT best practice and within the company
  • Basic knowledge of SQL
  • Ability to work well both as a team player and individually on your own initiative


Any experience in the following areas would be advantageous:

  • Skype for Business
  • MDM (Mobile Device Management)
  • Any exposure to ISO27001
  • ITIL exposure
  • Webroot Anti–Virus
  • Email/Web filtering
  • Firewall
  • Encryption


Personal qualities:

  • Ability to effectively build and manage relationships with both internal and external
  • Excellent oral and written communication skills
  • Ability to communicate clearly and professionally in person, over the phone, email and chat
  • Great telephone etiquette, comfortable answering and speaking on phones
  • Empathetic toward others, patient and understanding
  • Confident in carrying out, learning to carry out and teaching others to carry out tasks on computers, mobiles and tablets
  • Excellent troubleshooting skills
  • Excellent attention to detail
  • Outgoing, enthusiastic personality

Future prospects:

The role offers long term security and the opportunity to progress into a permanent position.



Training to be provided:

The Estio Training programme gives young people the opportunity to get hands on experience in the IT industry whilst still employed in a real paid job with no cost or debt.

Learners will receive eight weeks of intensive training. Whilst in the workplace, apprentices will also receive continual coaching, help and guidance from a dedicated Skills Development Coach who will be there to ensure that they get the most from their work experience.

This apprenticeship will give you a Level 3 Infrastructure Technician Standard with training in areas such as:

  • Functional skills, Maths L2 and English L2
  • PC Fundamentals
  • Business Processes & Customer Services
  • Networking & Architecture
  • Mobile & Operating Systems
  • Cloud Services
  • Coding & Logic


Some of these modules will include an option to take an examination in order to receive a professional certificate.