Apprentice IT Support Engineer – Certum

Due to our continued growth, we are seeking an apprentice IT engineer to join our rapidly expanding team. We are a Managed Service Provider (MSP) based in Glasgow, providing IT support to a wide range of different customers throughout different vertical markets within Scotland and the UK. We primarily work with the Microsoft stack, including Windows 10/11, Windows Server 2012 R2 and later, Microsoft 365, and Azure. This is an excellent opportunity to join our IT Support team.

In this role, you will rapidly develop your IT knowledge and experience. In conjunction with the IT Apprenticeship course work, and if you have a highly driven attitude, this will kick-start your IT career.

Responsibilities include

• Providing technical support for incoming queries relating to software, hardware, and networking, remotely and on-site

• Recording all communication and undertakings in our ticketing system, making sure all of your tickets are fully up to date with relevant notes

• Updating our centralised documentation platform to reflect any changes to customers’ networks or services

• Answering customer phone calls and logging support tickets into our helpdesk platform

• Responding to all tickets and incidents within the agreed SLAs

• Picking up and managing your own ticket/workload

• Building PCs, laptops, and other end-user hardware

• Updating and maintaining client and internal documentation

IT Apprenticeship Responsibilities

During the first year of your tenure. You will be enrolled in a Modern Apprenticeship that will cover various areas of IT Support-related content and certifications:

• PC and Networking Hardware and Peripherals

• Networking Concepts and Administration

• Operating System Administration

• Systems Security

• Fundamental Cloud Principles and Infrastructure

• Help Desk Policies, Procedures, and Best Practices

• And much more, which is included in on-the-job training

Requirements

• Full UK Driving License

Desired Skills

• Basic understanding of technology/business technology

• Strong problem-solving skills

• Strong customer service skills

• Strong organisational skills

• Strong communication skills

Working Hours and Locations

This role will be a hybrid between being in the field and also on the helpdesk. This will provide you with significant experience in the processes and procedures of both environments, exposing you to the workings of the technical team.

Helpdesk

Our helpdesk operates from 7:00 a.m. to 7:00 p.m., with a rotating shift pattern. However, the Apprentice IT Support Engineer will work between the hours of 9:00 a.m. and 5:30 p.m. initially:

• Early shift: 7:00 a.m. -3:30 pm.

• Normal shift: 9:00 a.m. -5:30 p.m.

• Late shift: 10:30 a.m. -7:00 p.m.

Field

Working Hours – Monday to Friday, 9:00 a.m.  – 5:30 p.m.

Work Location – Glasgow, G73 3TW, and Client sites

Benefits to you

• 20 days a year holiday plus eight bank holidays. This rises to 25 days holiday plus eight bank holidays after 2 years’ service.

• Membership in the company health insurance scheme after 2 years’ service.

• Company pension.

• Study materials and exams provided

Prospects

Certum has a history of retaining its apprentices and placing them in permanent roles internally once they have completed their apprenticeships. As a company, we always strive to support and promote our engineers internally where possible. As we continue to grow, you will become a valued part of the company and your respective team, helping to drive the company forward.