IT Support Engineer (1st/2nd line) Apprentice

Smallworld IT (UK) Limited

Apprenticeship summary:

The IT support engineer will provide effective IT assistance to all clients across all aspects of the business and will provide back up and support to their manager.

The position is responsible for supporting and maintaining the Microsoft Server and Desktop operating systems and Microsoft Exchange / Office 365 environments, the Google Business platform plus general maintenance of all IT-related hardware/software. The position provides exposure to a broad range of IT-related projects and activities.

Smallworld IT is a small, yet very busy company providing IT support and Managed Services to a variety of clients.

Smallworld is responsible for supporting and maintaining their clients IT systems and for providing efficient desktop support to all. Smallworld are responsible for resolving any IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics, plus enhancing and developing the IT provision extended within the business.


The position will involve, but is not limited to, the following areas of responsibility:

  • Taking and logging calls on the Helpdesk System
  • Managing client support tickets on the Helpdesk system
  • Escalating IT issues to the IT manager where necessary
  • Responsible for managing client backups
  • Diagnosing and resolving technical issues
  • Undertaking small- to medium-sized IT projects as instructed by the IT manager
  • Providing desktop and server support
  • Supporting and maintaining MS Server/Desktops and MS Exchange
  • Setting up and configuring new laptops and desktops
  • Installing authorised software to laptops and desktops
  • Ensuring security and upgrades are applied to desktops and laptops and kept up to date
  • Antivirus installation to all desktops and laptops
  • Fault finding to laptops and desktops
  • Reporting faults and maintaining logs on servers, desktops and laptops
  • Completing internal user moves including phones
  • Patching of network and phones
  • Making of Cat 5 e network cables were necessary
  • Ensuring all logs for equipment and users are maintained / Asset registers
  • Setting up and configuring new core servers
  • Installing authorised software to core servers
  • Ensuring patches and upgrades are applied to core servers
  • Fault finding to core servers
  • Creating purchase requisitions for IT hardware/software
  • Ensuring licensing for all software purchased is recorded and maintained
  • Office365 and Microsoft Exchange server mailbox management & maintenance
  • Providing support for MAC PCs

Other information:

  • The company is presently located at a rural business center with minimal public transport.
  • You will need to hold a full driving license for this position or be taking your driving test shortly due to remote location


  • A very keen interest in IT and technology
  • The ability to learn quickly
  • Excellent communication skills, both written and oral
  • Excellent telephone manner
  • Ability to explain technology and technical content to a non-technical audience.
  • Be clean and presentable
  • Be highly organized
  • Be able to work under pressure

Personal qualities:

  • A patient and friendly individual with an ability to convey their empathy and knowledge to support our customers with a great level of care.
  • A quick learner, able to ask the right questions to further your knowledge.
  • A positive and energetic individual who takes great pride in your and our success.
  • A self-starter, able to work alone when required.

Qualifications required:

  • GCSE English Grades A* - C (9 – 4) or Functional Skills Level 2 in English
  • GCSE Maths Grades A* - C (9-4) or Functional Skills Level 2 in Maths


  • 20 days paid holiday including 3 statutory days holiday.
  • Performance based financial bonuses
  • Overtime and on-call hours available once qualified
  • Travel expenses – travelling to client sites only
  • Company laptop
  • Free on-site car parking
  • Company uniform

Future Prospects:

  • A potential full-time career at Smallworld as well as opportunities for further training and development (i.e. vendor and industry specific training) subject to the successful applicant’s commitment and performance within their apprenticeship programme and job role.

Training to be provided:

Throughout the duration of the Apprenticeship you will be required to attend one of PETA training centres for off-the- job training.  The majority of training will be completed with your employer at your place of work.

You will be completing Level 3 Infrastructure Technician Apprenticeship along with the following external qualifications:

  • Microsoft (MTA) Networking Fundamentals
  • Microsoft (MTA) Mobility and device Fundamentals
  • Microsoft (MTA) Server Admin
  • Microsoft (MTA) Software development Fundamentals
  • ITIL Foundation V4
  • Functional Skills in English and Maths (if required)