Infrastructure Engineer Apprentice (Next2IT)

This role combines project delivery with second-line support across multiple Next2IT clients. The Infrastructure Engineer Apprentice will play a key part in our customer support chain, providing effective technical support and helping to maintain high levels of customer satisfaction. The position involves troubleshooting and resolving more complex technical issues escalated from first-line support, along with occasional site visits to clients to gain a better understanding of their operations and challenges.

Duties and Responsibilities: Respond to and resolve more complex technical issues Monitor and manage ticket queues, ensuring SLAs are met Act as a liaison between customers and other support teams to facilitate issue resolution Document resolution procedures and update the knowledge base Ensure proactive monitoring and support of the IT infrastructure, including effective, regular, and well-planned maintenance to minimise downtime and impact to clients Ensure that all system changes follow company change management processes Produce IT infrastructure policy documentation, implementation, and governance Undertake activities on client sites as required