IT Support Technician Apprentice

Employer description:

San-iT is a UK-based IT services provider that helps businesses improve efficiency, security, and scalability through managed IT support, cyber security, cloud transformation, and consultancy. They offer services like proactive IT monitoring, data backup, identity and access management, penetration testing, and tailored technology roadmaps. With a focus on simplicity, security, and business growth, San-iT supports small to medium-sized businesses across various sectors, delivering practical, jargon-free tech solutions since 2007.

Overview:

We’re seeking a friendly and customer-focused Level 1 Support Engineer to join our busy Service Desk team. This front-line role involves providing remote support to our managed service clients and serving as the first point of contact for technical issues.

You’ll work closely with your line manager to ensure support tickets are accurately logged in our PSA (Professional Services Automation) platform, triaged efficiently, and resolved where possible. More complex issues will be escalated to our Level 2 and Level 3 engineers, with your continued involvement ensuring a smooth and professional client experience.

We primarily manage Windows devices and administer environments via the Microsoft stack, predominantly cloud-based using Entra ID and Azure. Some clients still operate on-premises domain controllers using AD DS. We also support a small number of macOS devices. As such, exposure to working with these systems is desirable.

Responsibilities:

• Serve as the first point of contact for incoming support requests.
• Accurately log and manage tickets in our PSA system from day one.
• Troubleshoot and resolve issues related to end-user devices and software.
• Escalate advanced issues (e.g., cybersecurity, Azure, connectivity) to senior engineers.
• Deliver excellent customer service and maintain clear, professional communication.
• Collaborate with peers and your manager to share knowledge and continuously improve the Service Desk experience.

Desirable skills:

• Ideally 1–2 years’ experience in a service desk or IT support role. We also welcome applications from apprentices or recent graduates with the right attitude and aptitude.
• No specific certifications required, but foundational Microsoft or IT support-related certs are a plus.
• Strong communication skills with a helpful, professional manner.
• Organised, detail-oriented, and eager to learn.
• A full UK driving licence and access to a vehicle are not essential, but highly desirable.

Entry requirements:

• 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 is in a similar subject

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:

37.5 hours per week, Monday to Friday, 8am – 4pm, 9am – 5pm or 10am – 6pm.

Benefits:

• Generous holiday entitlement.
• Day off for your birthday.
• 4-week paid sabbatical after 5 years’ service.
• Cycle to work scheme.
• 2 paid sanity days.
• Bupa Cashplan membership.
• Fast-paced, autonomous culture.
• Funded social events.
• Modern office space with a fully equipped kitchen and recreation area.

Future prospects:

You’ll be part of a welcoming and supportive team that values collaboration and growth. Many of our senior engineers began their careers on the Service Desk and have progressed into specialist roles in project delivery and cyber security demonstrating our commitment to developing talent.

You’ll gain hands-on experience across a variety of client environments and contribute to a growing MSP that’s actively improving its processes and expanding its capabilities.

While certifications aren’t mandatory, we value a proactive attitude toward professional development. If you’re interested in pursuing certifications, we’re open to discussing funding support.

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!