IT Service Desk Engineer Apprentice

Sona IT is a managed service provider supporting small and medium-sized businesses including financial services, legal, automotive, property, healthcare and charity clients. We look after their users, devices, Microsoft 365 tenants, networks, backups and security, and we take pride in fixing problems properly the first time.

About the role:

This is an entry-level role for someone starting their IT career. You will join the 1st Line Support team and become the first point of contact for our clients. You will work through monitoring alerts, user requests and starters and leavers, following our documented processes, and escalate anything outside your remit to 2nd Line. You will study for a recognised Level 3 apprenticeship while you work, with a structured development plan and a named buddy on the team.

Responsibilities:

• Respond to client queries via phone, email, live chat and WhatsApp, logging all contacts in Halo PSA

• Resolve common IT issues such as password resets, MFA, Outlook, printers, drives and device performance

• Resolve routine alerts and escalate hardware or critical issues

• Review Microsoft 365 and backup alerts

• Manage user onboarding and offboarding, including Microsoft 365 accounts and licences

• Prepare, test and deploy Windows devices, including returned equipment

• Support Mac devices managed through Mosyle MDM

• Assist with software and agent maintenance projects

• Escalate security alerts immediately to senior support teams

• Follow identity verification procedures before password or MFA resets

• Keep documentation up to date and contribute to the knowledge base

Required skills:

• A genuine interest in IT and how technology helps businesses work

• Clear, polite spoken and written English, and confidence speaking with clients on the telephone

• A logical approach to problem solving and the patience to follow a process step by step

• Reliable, organised and willing to ask for help when unsure

Desirable experience:

• Experience building or fixing computers, home networking or helping friends and family with IT

• Familiarity with Windows 11, Microsoft 365 or macOS

• Any customer-facing work experience

The entry requirements for this programme are as follows:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject

• GCSE Maths and English (or equivalents) at grades 3+ (D or above)

• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject

Working hours: Monday to Friday, 9am - 5pm

Benefits: Upon completion of the apprenticeship there will be opportunities to progress to 2nd/3rd line positions.

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.

Interested? Apply now!