Apprentice Software & IT Support Engineer

Cortex Limited

Apprenticeship summary:

Cortex are looking for an ambitious, motivated and enthusiastic team player to join the Cortex Support Team as an Apprentice Software & IT Support Engineer.

This is an exciting opportunity to join a multi-disciplined team working in the cutting-edge IT Automation market, primarily focusing on two main functions, Cortex Product Support and Internal Infrastructure Support.

We believe the quality of our people reflects the quality of our company. For the fifth year running, Cortex has been awarded the Investors in People Gold accreditation, which shows the commitment to our core values of Empowerment, Integrity, Collaboration and Innovation. As much as we are about software development, we are people developers as well. Along with Investors in People Gold, we also maintain ISO 9001 compliance, which is a continuing reflection of the quality that Cortex deliver. A global business based in the UK, the Cortex Intelligent Automation platform can currently be found within some of the largest multi-national companies such as Vodafone, TechMahindra, TCS Capgemini and Damovo.


ServiceDesk Support:

  • Manage Cases through an (ITIL) lifecycle via our dedicated Service Portal
  • Certify in Cortex Product to become a product expert
  • Learn and practice Cortex Support processes to Triage, analyse, investigate, solve cases
  • Contribute and build our support and knowledge base
  • Pro-active Monitoring and maintenance activities
  • Manage Cortex Licencing to ensure our clients remain properly licensed
  • Manage our Cortex Online Training Centre to ensure delegates have access to the latest available training

Infrastructure Management:

  • Network Management managing our various networks with an estate of switches, routers and firewalls
  • Server Management looking after our Windows Server focused hardware estate
  • Workstation support for a busy office and remote workforce (Windows 10)
  • Cloud computing including Microsoft 365, Azure and other major cloud vendors
  • Virtualisation Management managing both VMWare ESXI & Microsoft Hyper-V
  • Line of Business Application support including Workforce Management and Finance suites
  • IT System Administration and request fulfilment managing, Active Directory, backups asset inventory etc.
  • Office and Facilities Management function to ensure the business runs smoothly

Other information:

Cortex Product Support:

  • Cortex allows users to orchestrate and automate their own business and IT processes using a graphical flow engine. The support team ensures the product meets client’s needs and delivers on a huge range of diverse applications.
  • The ServiceDesk sits at the heart of managing the support to our customer base of certified customer engineers; whether they be external customers, partners or internal clients within Cortex, our team covers the globe. Candidates can expect to develop a wide variety of skills and knowledge as a second line Support Engineer which touch on all aspects of modern complex IT solutions.

Internal Infrastructure Support:

  • Infrastructure Support Engineers implement, maintain and administer Cloud, Network, Server, Workstation equipment and all the software in-between.
  • As a proud Microsoft Gold partner, we support our business with the entire Microsoft 365 product suite, supporting Azure, DevOps, Dynamics, MS SQL, SharePoint, Teams etc. We also work with other major vendor technologies such as VMWare, Fortinet and Cisco.
  • Future possibility of 24 hour shift work – please take this into consideration when applying. Due to this, and the security clearance that may be required, applicants will be ideally aged 18+.


  • An individual with good communication skills and a genuine passion for all things IT
  • A demonstrable experience of IT knowledge such as PC building is desirable

Personal qualities:

  • The ideal candidate will be an enthusiastic, self-organiser and talented individual with a keen sense of personal development looking to acquire new skills
  • The individual will need to be adaptable and be able to prioritise a dynamic case workload against a balance of planned work.

Qualifications required:

  • 5 GCSE’s or equivalent at grade A*-C (Grade 4 to 9) including English and Maths
  • A-levels/ BTEC or equivalent


  • Employees receive 20 days paid holiday and Public bank holidays
  • We encourage personal development through vendor qualifications, alongside additional learning opportunities
  • Employee Perks scheme with discounts and special offers via Perkbox
  • Free Breakfast, Tea & fresh Coffee machine, Healthy Eating programme of free foods
  • Modern City Centre Office with amenities including Pool Table, Games Consoles, shower facilities etc.
  • Eligibility for Private Medical insurance, Holiday Flex scheme
  • Active social committee with regular company sponsored events such as and Go karting, games nights and charity events

Future Prospects:

  • The successful candidate can expect to progress onward to a level 4 apprenticeship with a goal of being considered for a full time 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 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)