Introduction

This learner will develop skills with the aim of helping build, deploy, maintain and update IT systems across on premises, cloud and hybrid domains as part of the Next2IT Service Desk.

About the Employer

Next2IT is a leader in next-generation IT services with a distinct focus on digital transformation. Founded in 2020, our rapidly growing start-up aims to empower businesses to harness the power of advanced technology seamlessly. We offer opportunities for significant career advancement as we navigate this exciting growth phase.

What You'll Do

This role combines project delivery with second-line support across multiple Next2IT clients. The Infrastructure Engineer Apprentice will play a key part in our customer support chain, providing effective technical support and helping to maintain high levels of customer satisfaction. The position involves troubleshooting and resolving more complex technical issues escalated from first-line support, along with occasional site visits to clients to gain a better understanding of their operations and challenges.

Duties and Responsibilities:

Respond to and resolve more complex technical issues
Monitor and manage ticket queues, ensuring SLAs are met
Act as a liaison between customers and other support teams to facilitate issue resolution
Document resolution procedures and update the knowledge base
Ensure proactive monitoring and support of the IT infrastructure, including effective, regular, and well-planned maintenance to minimise downtime and impact to clients
Ensure that all system changes follow company change management processes
Produce IT infrastructure policy documentation, implementation, and governance
Undertake activities on client sites as required

Training Outcome

This apprenticeship offers a genuine pathway for growth within the company
Depending on your interests and strengths, you could progress into a Third-Line Engineer role, move into team leadership, or specialise further - for example, in cloud consultancy or architecture

Skills Required

Communication skills
Problem solving skills
Team working
Experience with Office 365
Good spoken English
Good written English
Customer service
Ability to handle pressure
Customer-oriented approach

Qualifications

Essential - GCSE - GCSEs including English Language and Maths - A*-C/9-4 or equivalent

Course Information

Course: Information communications technician (level 3)

Level: 3

Route: Digital

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday - Friday, 9.00am - 5.30pm

Expected Duration: 1 Year 6 Months

Training Provider: FIREBRAND TRAINING LIMITED

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