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Level 3

IT Service Desk Engineer Apprentice

SONA IT LTD · HOWARD RD

Live

Advertised to close on 17 November 2026, but employers often close early.

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Pay
£23,000 a year
Hours
37.5 a week
Length
17 months
Starts
24 Nov 2026
Advertised closing date
17 Nov 2026
Openings
1 position
Last checked
an hour ago
Go to the advert

Applications are handled by SONA IT LTD directly.

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What you would do

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.

Day to day

  • 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

What you would study

Information communications technician (level 3)

The programme integrates live and online workshops with self-paced learning, employing a guided discovery approach for individual learner contexts.

Learners are assigned a Digital Learning Consultant (DLC) for personalised coaching and support. These specialists ensure their successful progress, wellbeing, and readiness for assessments.

Training provider: QA LIMITED

Working week

Monday to Friday, 9am - 5pm.

What you need

  • GCSE 3 of any subject at grade 4+ (A* - C) (essential)
  • GCSE Maths & English at grade 3+ (D or above) (essential)

Skills they are looking for

  • Communication skills
  • IT skills
  • Organisation skills
  • Problem solving skills

After the apprenticeship

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Where

HOWARD RD, London (HA7).

Plan the journey by public transportOpens Google Maps.

About SONA IT LTD

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.

Reference 2000060240.

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IT Service Desk Engineer Apprentice, SONA IT LTD