First Line Support Apprentice

Newcastle upon Tyne

This vacancy is now closed


About atom. 

atom. are a new modern thinking company who specialise in managed IT services including both cloud and traditional on-premise solutions. Our expertise also covers telecommunications, atom. specialise in Mitel, Microsoft 365 Teams Business Voice and supply all connectivity products. Based in Newcastle we cover the north of England and Scotland.

At atom. we are seen as an extension to a clients business. Our team is so integral to a client providing, IT support and strategies for new and existing services. Our customer “talk first.” approach provides the best support experience available. This focus delivers excellence in every sale, case or project we complete. atom. will never try to sell a one size fits all, everything we offer is bespoke to the customers’ needs.


We are now looking for an eager candidate to join us as an apprentice.

You will have the opportunity to gain valuable skills, knowledge and experience as you complete a Level 3 IT Azure Cloud Support Specialist Apprenticeship.

This is an excellent opportunity for an apprentice support engineer to progress within this dynamic and rewarding organisation.

Key responsibilities:

  • Building towards being the first point of contact for customers seeking technical assistance over the phone or email
  • Qualifying and documenting the problems raised by customers in our CRM/RMM tool
  • Building towards being responsible for handling support of service requests which relate to all technology including: workstations, servers, printers, networks, and vendor specific hardware and software.
  • Building towards providing remote and telephone support for client networks and applications.
  • Provide monthly reports to clients and internally from RMM and other systems.
  • Reporting back to clients on case progress in timely fashion
  • Other tasks within the support and wider business functions.

The Candidate:

The ideal candidate for this position will have a desire to move into the support function of atom.

Key skills you will develop with atom:

  • Understanding of IT, connectivity, telephony and mobile
  • New user set up (User Accounts, O365 Mailboxes)
  • Networking knowledge covering ADSL Broadband, Local Area Networks, Switches & VLan’s
  • Understand cabling needs for IT/Telephone System
  • Working the atom. way and talking first
  • Strong communication and customer service skills.
  • Ability to quickly learn new applications and technologies
  • Able to install, configure, upgrade and relocate PC hardware, software and print devices.
  • Experience of PC hardware troubleshooting and problem solving.
  • Microsoft Office 365 experience an advantage.
  • Basic Administration of Exchange Server and mobile email technologies.

Entry requirements:

The entry requirements for this Azure Cloud Support Specialist programme are as follows:

  • 3 GCSE’s (or equivalent) at grades 4+ (A-C) in any subject
  • GCSE Maths and English (or equivalents) at grades 3+ (D or above)
  • Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

Find out more here:

Hours of work: 

  • 5 per week.
  • With shift patterns between the working hours of 8am to 6pm, Monday to Friday. 

Future prospects:

92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 

Important Information: 

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.