We are looking for a driven and curious 1st Line IT Support Apprentice to be the onsite IT presence at one of our clients, Pure Malt, and start building a real career in technology. You will be employed by, and part of, the 3Gi Technology team, but based full-time onsite at Pure Malt.
About the role
- You will be the first point of contact for their users, handling day-to-day IT issues face to face, by phone and by email.
- You will be the friendly, dependable face of IT onsite, so a strong customer service approach and clear communication are essential.
- You will be fully supported by our wider, experienced engineering team, who provide escalation, technical depth, mentoring and backup.
- You will never be on your own.
This is a full apprenticeship. You will work towards an industry-recognised qualification while you earn, with training geared towards our Security Operations and Cloud Operations teams. You do not need previous IT experience. What matters is a genuine interest in technology, a willingness to learn, and the confidence to talk to people.
Responsibilities
- Act as the friendly, visible IT contact for users at Pure Malt
- Provide 1st line technical support face to face, by phone and by email
- Handle walk-up queries and manage user expectations professionally
- Log, own and progress tickets, escalating to senior engineers where needed
- Troubleshoot everyday hardware and software issues
- Support users with Microsoft 365 and cloud applications
- Set up new starters with devices, accounts and access
- Handle software install and download requests
- Keep system documentation accurate and up to date
- Represent 3Gi professionally at the client site
What we're looking for
- A real interest in IT and technology, whether from study, a home lab or just tinkering
- Comfortable dealing with people face to face, not just behind a screen
- Good communicator with both colleagues and customers
- Organised and methodical in how you approach problems
- Happy to ask questions and learn from the people around you
- Reliable, flexible and willing to get stuck in
- Able to commute reliably to Haddington, East Lothian, five days a week
Nice to have:
- A-Level or equivalent
- Any IT-related study, home lab or personal projects
You don't need to tick every box. We care about attitude and aptitude far more than what is on paper.
Working hours: 8am - 5pm, including a lunch break of 1 hour
Benefits
- A recognised apprenticeship qualification, fully funded
- Structured training and mentoring from experienced engineers
- Hands-on exposure to modern enterprise technology, including security and cloud operations
- 20 days holiday plus bank holidays
- Company pension, free flu jabs and sick pay
- A supportive team with regular feedback
Future prospects
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
About the Company
Pure Malt is an East Lothian business that makes malt-based ingredients for food and drink companies, exporting to more than 50 countries. 3Gi is a UK-based technology services group specialising in digital transformation, Cloud, AI and Cyber Security.
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1st Line IT Support Level 3 Apprenticeship - 3Gi Technology in Haddington employer: QA Limited
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