Apprenticeship vacancy

Level 3 IT Solutions Technician

Junior Support Engineer

Location: Manchester 

£14,000 – £18,000 DOE


Please contact Tom on or call 01133500333


About the company:
This company is the largest dedicated Google Cloud practice in Europe and one of the world’s leading cloud transformation experts.

Your role will focus on our market-leading software brand, CloudM, which provides software solutions that enable businesses to unlock the potential of G Suite and Office 365.
Our CloudM Manage and CloudM Migrate products have migrated more than nine million users and 34,000 domains to the cloud and are used by over 3,000 organisations in 83 countries across the globe.

We have a brilliant team of more than 180 people in offices in Manchester, Edinburgh and Utrecht, as well as across our globally remote workforce. We’re still growing, and that means we need more brilliant people who share our ambition to join our team.

Brief job description:

Estio Training have an exciting new opportunity for a Junior Support Engineer with a Computer Software Company) based in Manchester.

Job Description:

We have an exciting opportunity within our product support function. As the successful candidate you will be expected to join our team of UK based Product Support Engineers in providing quality support of the CloudM products to clients and partners via the 1st line support function. Whilst putting our CloudM customers at the heart of everything you do, the ideal candidate will possess a combination of IT literacy and customer service experience that enables them to engage effectively with the 2nd & 3rd Line support engineers under supervision from the 1st & 2nd Line Technical Support Lead.

Your duties and responsibilities in this role will consist of:

  • Providing 1st line support to a global network of customers
  • Escalating technical product issues and queries to 2nd line
  • Actively monitoring ticketing system for inbound tickets and escalations
  • Communicate high priority issues to the technical leads and head of service
  • Assist with identifying and highlighting user IT-training issues
  • Ensure knowledge, understanding and adherence to current IT SLAs, KPIs and the department overall IT performance measures, and processes




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


Personal Skills:

  • Must be IT literate
  • A logical and methodical approach
  • A customer-focused approach
  • Good communication skills and tact to work with non-technical users

Desirable Skills:

  • Exposure to G Suite or Office 365
  • Experience in customer service

Personal Qualities:

  • Good verbal and written communications skills
  • Attention to detail
  • Organised and able to prioritise workload

CTS Culture:

We could tell you about our relaxed dress code and vibrant city centre offices,  but they’re just the nice extras right (and who even wears a suit nowadays?). What’s more important is our culture and how we get things done.

Over the last 10+ years we’ve nurtured an open and supportive culture within CTS that has been the backbone of our growth. It’s an environment that affords our staff the flexibility they need to get the job done, whilst maintaining a proper work-life balance. A workplace that challenges traditional ways of working.

We trust our team members to take ownership of their own workload and provide them with the tools and training they need to do their job effectively, so it’s no surprise that 94% of our employees feel they are able to deliver their best work.

Location: Manchester, UK


  • Competitive Salary
  • Comprehensive private healthcare plan
  • Company contributed pension
  • Located in the heart of Manchester/Edinburgh City Centre
  • Opportunities for regular flexible working when appropriate
  • Unlimited paid holiday (no annual allowance) and your birthday off
  • Breakout areas within a modern and fun office environment
  • Discounted gym membership
  • Childcare vouchers
  • Work within a collaborative team to accelerate your learning
  • Quarterly company meetings, and a summer ‘kick-off’ annual event
  • Regular opportunities to attain industry recognised training and certifications
  • Opportunity to develop within a fast growing tech business with ambitious year on year growth trajectory

Diversity and Inclusion Statement:

At CTS, we look after each other and support everyone on our team. We’re proud of our people-centred culture; our diversity brings us innovation and our commitment to inclusion drives us forward. If you share these values and would be interested in joining one of our teams, get in touch today!

Future Prospects:

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


Desirable: Committed to undertaking the apprenticeship course for the full term and actively participate in the training provided by both the Academy and our training provider


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

This apprenticeship will give you a Level 3 IT Solutions Technician Certificate with training in areas such as:

  • BCS Security and Legislation
  • BCS Core Technologies
  • BCS Methodologies and Principles
  • Hardware or Software Option


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