Apprenticeship vacancy

Level 3 Infrastructure Technician

IT Apprentice

Location: Manchester 

Working Hours: 9am-5pm

Salary: £19k per annum


Please contact Tom on or call 0113 500 333

About the company:

This company offers an opportunity to become part of a high performing team with a passion for technology, which is always seeking to improve. We are aggressively using innovative techniques, exploring automation opportunities, and bridging the support improvement efforts within our expanding technology environments.


Brief job description:

Technology Service Centre – Service Desk Apprentice


Responsible for providing the first line of support specific to all aspects of desktop applications and technology-related support activities. The core goal is to provide Subject Matter Expertise for technical support to the Technology Services Group for all Employees & Contractors inclusive of a follow the sun support model (24x7x365) model.


Your duties and responsibilities in this role will consist of:

  • Provide first line/SME technical support to all  Employees & Contractors
  • Respond to requests for technical assistance via phone, chat and Self-Service WEB tickets.
  • Assist users with Password resets and Unlocks
  • Troubleshoot Microsoft Office/Outlook 2013/16/O365
  • Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process
  • Remotely diagnose and troubleshoot PC, printer, telephone, BlackBerry, VPN and software issues
  • Should possess knowledge about Virtual Desktops Infrastructure /Citrix environment
  • Should stay up to date with process and Technology changes
  • Research solutions using available knowledge base
  • Advise user on appropriate action
  • Log all inquiries and incidents as required
  • Assign unresolved Incidents to appropriate support teams in a timely manner
  • Responsible for ensuring incidents requiring urgent attention are escalated via the identified escalation management procedure
  • Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process



  • Minimum 5 GCSE’s (A-C)

Essential Skills


  • Desire to build a career in Technology
  • Willing to experience MS Office Suite products, and customer service / soft skills experience
  • Flexibility in working hours
  • Ability to follow set procedures and processes
  • Ability to work independently and/or in a team setting
  • Must have strong communications skills
  • Portuguese Speaking (Desirable)


Personal qualities:

  • Good communication skills (written and verbal)
  • Self-motivated to continually learn and improve
  • Good GCSE qualifications (particularly English, Mathematics and IT)



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.