IT Support Engineer Review
at Telappliant
Higher Level Apprenticeship
Information Technology
Bamber Bridge
Review Submitted: April 2026
Overall Rating
4 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
4/5
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Overview of Role
4/5
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Skills Development
4/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
4/5
In my current role as a Network Engineer apprentice working within an MSP environment, I am responsible for supporting both the helpdesk and networking. On a day-to-day basis, this involves troubleshooting a range of issues such as connectivity problems, VPN configuration, Microsoft 365 support, and general user queries. I also assist with more advanced networking tasks including configuring routers (e.g. DrayTek), working with firewalls, supporting site-to-site VPNs, and occasionally assisting with switch and VLAN configurations.
Alongside technical work, I regularly communicate with clients via phone and email, ensuring updates are clear and aligned with SLAs. I also work within a ticketing system (Autotask) to prioritise and manage workload effectively. I take part in change management processes, including scheduling out-of-hours work to minimise disruption, and documenting changes. Overall, my role combines technical problem-solving with customer service and professional communication, giving me a well-rounded experience in real-world network engineering.
Alongside technical work, I regularly communicate with clients via phone and email, ensuring updates are clear and aligned with SLAs. I also work within a ticketing system (Autotask) to prioritise and manage workload effectively. I take part in change management processes, including scheduling out-of-hours work to minimise disruption, and documenting changes. Overall, my role combines technical problem-solving with customer service and professional communication, giving me a well-rounded experience in real-world network engineering.
To what extent do you enjoy your programme?
4/5
I enjoy my apprenticeship programme to a great extent as it provides a strong balance between practical, hands-on experience and structured learning. Being able to apply what I learn (such as networking fundamentals, VLANs, and troubleshooting methodologies) directly into my day-to-day role has helped reinforce my understanding and build confidence.
Additionally, the programme is helping me progress towards a long-term career in network engineering, which keeps me motivated. While there are challenging aspects, such as managing workload alongside studying or dealing with complex technical issues, these have helped me develop resilience and problem-solving skills. Overall, I find the programme valuable and rewarding, as it is actively contributing to both my technical development and professional growth.
Additionally, the programme is helping me progress towards a long-term career in network engineering, which keeps me motivated. While there are challenging aspects, such as managing workload alongside studying or dealing with complex technical issues, these have helped me develop resilience and problem-solving skills. Overall, I find the programme valuable and rewarding, as it is actively contributing to both my technical development and professional growth.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
during my apprenticeship I’ve both learnt new skills and improved ones I already had. On the technical side, I’ve developed a better understanding of networking concepts such as IP addressing, VLANs, and how traffic flows across a network. I’ve also gained hands-on experience with things like VPN configuration, basic firewall/router setup, and troubleshooting connectivity issues.
I’ve also improved my troubleshooting approach overall. I’m more confident in breaking issues down, checking things step by step, and not jumping straight to conclusions. As well as that, my communication skills have improved, especially when speaking to customers or writing emails, making sure updates are clear and professional.
I’ve also improved my troubleshooting approach overall. I’m more confident in breaking issues down, checking things step by step, and not jumping straight to conclusions. As well as that, my communication skills have improved, especially when speaking to customers or writing emails, making sure updates are clear and professional.
Structure and Support
How well organised/structured is your programme?
4/5
Overall, the programme is fairly well structured. There is a clear outline of what needs to be completed, and the learning content is broken down into manageable sections. The combination of coursework, portfolio work, and practical learning helps give a good understanding of the role.
At times, it can feel a bit unclear what to prioritise, especially when balancing work alongside assignments, but regular sessions with my tutor help keep things on track. Overall, the structure is there, but it does rely on you staying organised and managing your own time effectively.
At times, it can feel a bit unclear what to prioritise, especially when balancing work alongside assignments, but regular sessions with my tutor help keep things on track. Overall, the structure is there, but it does rely on you staying organised and managing your own time effectively.
How much support do you receive from your employer?
5/5
I receive a good level of support from my employer. My team are generally helpful when I have questions or need guidance, especially when dealing with something I haven’t come across before. I also get exposure to different tasks which helps with my learning.
There are times where it can be busy, so support isn’t always immediate, but that’s expected in a working environment. Overall, I feel supported and able to ask for help when needed, while also being given the chance to figure things out myself.
There are times where it can be busy, so support isn’t always immediate, but that’s expected in a working environment. Overall, I feel supported and able to ask for help when needed, while also being given the chance to figure things out myself.
How much support do you receive from your training provider when working towards your qualifications?
4/5
I receive a decent level of support from my training provider. I have regular sessions with my tutor where we go through my progress, review my work, and discuss anything I’m unsure about. They also provide guidance on how to meet the criteria and structure my assignments properly.
Sometimes it can still feel like you need to figure things out yourself, especially when working through larger portfolio tasks, but overall the support is there when needed. The regular check-ins help keep me on track and give me a chance to ask questions
Sometimes it can still feel like you need to figure things out yourself, especially when working through larger portfolio tasks, but overall the support is there when needed. The regular check-ins help keep me on track and give me a chance to ask questions
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
I feel that the qualification does help, especially with understanding the theory behind what I’m doing day to day. Topics like networking fundamentals, troubleshooting, and how systems communicate have made things easier to understand when I come across them at work.
However, a lot of the learning also comes from hands-on experience in the job itself. The qualification supports that by giving the background knowledge, but the real improvement comes from applying it in real situations. Overall, it complements my role rather than directly driving it.
However, a lot of the learning also comes from hands-on experience in the job itself. The qualification supports that by giving the background knowledge, but the real improvement comes from applying it in real situations. Overall, it complements my role rather than directly driving it.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
3/5
There aren’t many extra-curricular activities available at my workplace. The main social event I’ve been involved in is the Christmas party.
Aside from that, most of the focus is on day-to-day work, and there aren’t regular social events, sports teams, or networking activities.
Aside from that, most of the focus is on day-to-day work, and there aren’t regular social events, sports teams, or networking activities.
Recommendations & Advice
Would you recommend Telappliant to a friend?
Yes
Why?
I would recommend Telappliant as it’s a good place to gain real-world experience, especially if you’re starting out in IT or networking. You get exposure to a variety of systems, clients, and issues, which helps build your knowledge quite quickly.
It can be busy at times, but that also helps you develop your problem-solving skills and get used to working in a fast-paced environment. Overall, it’s a solid place to learn and build experience early in your career.
It can be busy at times, but that also helps you develop your problem-solving skills and get used to working in a fast-paced environment. Overall, it’s a solid place to learn and build experience early in your career.
What tips or advice would you give to others applying to Telappliant?
I would say be prepared to learn on the job and not expect to know everything straight away. A lot of the role is about troubleshooting and figuring things out as you go, so being willing to ask questions and take notes helps a lot.
It’s also important to stay organised, especially when handling multiple tickets at once. Good communication is key as well, both with customers and internally. Lastly, having a basic understanding of networking and Microsoft 365 will definitely give you a head start.
It’s also important to stay organised, especially when handling multiple tickets at once. Good communication is key as well, both with customers and internally. Lastly, having a basic understanding of networking and Microsoft 365 will definitely give you a head start.
