IT Support Engineer Apprentice

**Who you’ll be working for**:
Aabyss UK are committed to investing in our team; our strength and culture is built on the hard work, professionalism and drive of our people. As part of a supportive and caring team, you’ll be joining a growing organisation that offers numerous benefitsand opportunities for career development in a professional and modern working environment. We want you to thrive as part of our loyal and engaged team, focusing on delivering customer service excellence and superior technology solutions.

**What’s in it for you**:
The Second Line Support Engineer apprentice acts as the first escalation point from first line Support Engineers along with more complex client incidents, service requests and planned work. You will gain experience of taking ownership of customer ticketsand seeing these through to resolution by following the Aabyss documented processes or troubleshooting, researching, diagnosing, and identifying solutions and creating the relevant documentation.

The company offers excellent benefits including:

- A tailored professional development plan with regular weekly time to undertake learning and training
- Regular team building events
- 25 days holiday plus bank holidays (33 days)
- Company profit share scheme (in addition to salary)
- Private medical insurance
- Company contributory pension scheme
- Work from home flexibility including screen, dock, wireless headset and Aeron chair
- Flexibility of working hours
- Cycle to Work scheme

**You will be responsible for**:

- Providing a ‘World Class’ example of customer service
- Providing second line technical support to clients
- Diagnosing and resolving software and hardware faults
- Supporting servers, firewalls, switches, network and internet connectivity issues
- Ensuring that clients are kept up to date at all times and effectively manage their expectations
- Mentoring and supporting First Line Engineers
- Escalating complex tickets to Third Line Support Engineers when required
- Problem and incident ticket management
- Effectively managing your own time to ensure that tickets are responded to within SLA
- Undertake Out of Hours support as required

**You will need the following skills**:

- 2+ years’ experience as an Engineer providing IT support
- The ability to communicate well with customers, vendors, non-technical end users and colleagues
- Microsoft Windows Server (2012, 2016 & 2019)
- Microsoft Windows (10 & 11)
- Active Directory, Azure AD
- Microsoft 365
- VOIP
- Hyper-V
- TCP/IP including DHCP & DNS

**Additionally, the following experience would be beneficial**:

- Server hardware
- VLANs
- 3CX
- Microsoft RDS
- Watchguard Firewalls and Wireless
- Datacentre hosting
- Cloud migrations
- Basic Linux administration
- Datto BCDR
- Cisco Meraki Networking
- PowerShell
- Microsoft Intune
- macOS
- Familiar with working to SLA’s to meet both customer and contract requirements
- Experience of supporting multi-site clients

**Entry requirements**:

- An A-Level in ICT
- OR an International Baccalaureate at Level 3 ICT
- 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.

**Salary**:
£26,000 - £32,000 per annum, dependent on the individual, considering their experience and education level.

**Working week**:
37.5 hours per week

**Future prospects**:
92% of QA Apprentices secure full-time employment after finishing their apprenticeship. Additionally there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

**Important information**:
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.