1st Line IT Support Level 3 Apprenticeship - 3Gi Technology

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.

How to apply

To apply for this role and to find out more, please click on the apply button. Please note that applications may close before the application deadline, so apply early to avoid disappointment.