Digital Support Technician Level 3 Apprentice

Logging, categorising, and prioritising support tickets via our PSA system Providing first-line remote support for Windows PCs and laptops Supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) Assisting with password resets, account setup, and user onboarding Device builds and configuration (Windows, Intune enrolment) Basic troubleshooting of printers, connectivity, and Wi-Fi issues Assisting with antivirus and endpoint security monitoring Supporting backup systems and basic restore requests Escalating more complex issues to second and third-line engineers Maintaining accurate documentation Providing excellent customer service to clients 

Training:

Digital Support Technician Level 3.

Training Outcome:
Second Line Support Engineer Helpdesk Team Lead Specialist roles in Cybersecurity, Cloud (Microsoft 365/Azure), Networking, or Systems Engineering Industry certifications (Microsoft, CompTIA, Cybersecurity, etc.) 

Employer Description:

Ctrl Networks Ltd is a North East based Managed Service Provider (MSP) delivering comprehensive IT support, cybersecurity, cloud services, structured cabling, telecoms, and web/software development to businesses across the region. 
 
We specialise in proactive managed IT services, Microsoft 365 solutions, cybersecurity protection, backup and disaster recovery, and consultancy-led systems design. Our goal is to act as a long-term technology partner to our clients, helping them operate securely, efficiently, and with confidence. 

Working Hours :
Monday to Friday, 8:45am - 5:00pm (with 1-hour lunch break) Office-based in South Shields, with occasional supervised site visits.

Skills:
Communication skills,Attention to detail,Organisation skills,Team working,Creative,Initiative