Main responsibilities:

• Provide 2nd Line IT support, acting as an escalation point for complex technical issues and service requests.

• Troubleshoot and resolve hardware, software, operating system, and endpoint-related problems.

• Administer and support Microsoft 365 services, including Exchange Online, SharePoint, Teams, Intune, Entra ID, and Microsoft Defender.

• Manage and maintain Windows Server environments, Active Directory, Group Policy, DNS, and DHCP services.

• Diagnose and resolve network, Wi-Fi, VPN, connectivity, and firewall-related issues.

• Deploy, configure, and support Windows 11 devices, mobile devices, printers, and Intune-managed endpoints.

• Manage incidents and service requests through Autotask PSA, ensuring accurate updates and SLA compliance.

• Assist with IT infrastructure upgrades, cloud migrations, cybersecurity initiatives, and new client onboarding projects.

• Create and maintain technical documentation, processes, and knowledge base articles using IT Glue.

• Deliver excellent customer service while supporting clients remotely and on-site, and contribute to mentoring junior team members.

Desirable skills:

• Strong troubleshooting and problem-solving skills across Microsoft, networking, and infrastructure technologies.

• Experience administering Microsoft 365, Exchange Online, SharePoint, Teams, Intune, and Entra ID environments.

• Knowledge of Windows Server, Active Directory, Group Policy, DNS, DHCP, VPNs, and TCP/IP networking.

• Experience using Datto RMM, Autotask PSA, IT Glue, remote support tools, and backup solutions.

• Excellent communication, documentation, customer service, and stakeholder management skills.

Personal qualities:

• Customer-focused with a professional and approachable manner.

• Organised, detail-oriented, and able to manage multiple priorities effectively.

• Takes ownership of issues and sees tasks through to successful completion.

• Works well independently while also contributing positively as part of a team.

• Proactive, adaptable, and enthusiastic about learning new technologies and developing skills.

Entry requirements:

• an A-Level in ICT

• OR an International Baccalaureate at Level 3 ICT

• OR a Level 3 apprenticeship in a similar subject

• OR a BTEC Extended Diploma in IT (180 credits)

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

For more information please visit the UK ENIC website.

Working hours: Full-time, Monday to Friday (typically 37.5-40 hours per week)

Benefits:

• Competitive salary dependent on experience.

• Ongoing training and professional development opportunities.

• Exposure to a wide range of technologies, projects, and client environments.

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.