IT Apprenticeship

NE Solutions is an established IT services provider supporting businesses across Newcastle and the wider North East. With over 27 years of experience, we provide a range of services, including IT support, cyber security, cloud solutions and bespoke software development. We pride ourselves on delivering reliable, friendly and tailored technical support, building strong relationships with our customers and helping their businesses succeed through technology.

We’re looking for a motivated and enthusiastic IT apprentice with a genuine passion for technology, a positive attitude and a willingness to learn. You don’t need to know everything already – we’re looking for someone who is eager to develop their technical skills, take on new challenges and provide excellent customer service.

You’ll join a friendly and supportive team who will help you build your confidence, develop your knowledge and gain hands-on experience working with real customers and IT systems. Alongside learning on the job, you’ll receive structured training through Baltic Apprenticeships, attending two-day training blocks every four to six weeks to develop the skills and knowledge needed to succeed in your role and build a long-term career in IT.

In this role, you’ll work towards your Level 3 Information Communications Technician qualification, delivered by our expert training team at Baltic Apprenticeships.

A Typical Day in the Job:

•  Act as the first point of contact for customer IT issues via the phone, email and ticketing system.
• Undertake 1st line triage for all incoming customer tickets and queries.
• Log, categorise, prioritise, manage and update support tickets in accordance with our Ticketing, SLA and Escalation Standards.
• Resolve common Microsoft 365, hardware, software, account management, printer, peripheral and basic networking issues.
• Support advanced technical tasks, including backup and restore testing, patch management, and router/firewall updates.
• Escalate tickets to 2nd line support, as necessary, with detailed information and clear troubleshooting notes.
• Escalate all customer invoicing queries or new customer enquires to the Technical Director or Managing Director.
• Produce and maintain accurate, high-quality technical documentation for customer information, new configuration and changes.
• Keep customers fully informed of ticket progress and expected resolution times.
• Meet or exceed SLA's and customer satisfaction targets.
• Support the team in other appropriate tasks as and when required.
• Uphold the NE Solutions values and represent the company professionally at all times.

Full training and support will be provided by your workplace mentor and from the team at Baltic Apprenticeships.

Desired Qualities, Skills and Knowledge

• Strong passion for IT.
• Positive attitude.
• Willingness to learn and develop new skills.
• Strong communication skills.
• Strong problem-solving skills.
• A Grade 5 in GCSE English & Grade 4 in GCSE Maths.

Salary, Hours & Benefits:

• £15,600 per annum.
• Monday- Friday, 9:00am-5:00pm
• 20 days of annual leave plus bank holidays.
• Private healthcare scheme from day 1.
• Free tea and coffee.
• Onsight parking.
• Christmas shutdown.

This apprenticeship programme will provide you with everything you need to launch and develop your career in IT support. Afterwards, we’ll support you to take the next steps, including further training and progression onto a Level 4 qualification.

Your Training with Baltic Apprenticeships

This Level 3 apprenticeship provides everything you need to immerse yourself in the exciting world of technology and launch a rewarding career in IT. 

You’ll get hands-on experience in all areas of technical support, from configuring devices to supporting with software, optimising performance and setting up virtual environments. With our unique curriculum and one-to-one support, you’ll accelerate your skills and get the qualification and confidence you need to thrive in IT.

You’ll be based full time with an employer and will quickly become an important part of the team. Our training is 100% online, including real-time classes with our expert trainers and self-paced courses created by industry specialists. 

Eligibility Criteria

You must have the right to work in the UK, and valid residency status to apply for this apprenticeship. 

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