Ergo Computing UK Limited

IT Level 4 Network Engineer Apprentice - Higher (Level 4)

Ergo Computing UK Limited (Employer)

Primary Goal Limited (Training Provider)

Annual wage £19,000.00
40.0 hours per week Monday - Friday - Remote working and travel to client sites. Typical working day 8.30am - 4.30pm (There may be some flexibility required when working around client requirements).
24 months (duration)
6 December 2021(start date)
Network engineer (apprenticeship standard)
Digital (route)
30 November 2021 (application closing date)
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Job Description

The On Site Support Engineer is a 2nd Line role responsible for supporting Ergo’s customer base in Bedford with some travel also required to Norfolk and the South.


  • Check that customers have a valid support contract and what is included within the scope of their Support Agreement (SA)
  • Take ownership of customer ICT issues and perform a technical diagnosis (remotely and onsite) to find a solution
  • Escalate support calls to the relevant person if a solution has not been found within an agreed timeframe set by Ergo
  • Contribute to KPI reports produced by the team for Ergo’s Infrastructure support customers as required
  • Provide support to internal staff on Ergo ICT Infrastructure as required
  • Create, Publish and Maintain both System Documentation and Knowledge Base articles for our customers
  • Ensure that Change Control procedures and documentation are used for re-configuration of Customer ICT Infrastructure(s)
  • Liaise with customers to clarify the technical implementation details for delivery of SME solutions
  • Record support calls received by Telephone/Email/Web/verbal into our Helpdesk Software with detailed information on the customer ICT issue

Future Prospects

This is a great opportunity for you to develop skills that will enhance your career in IT. With a Primary Goal apprenticeship, you will gain the knowledge to be able to move into a technical or curriculum-focused role. The opportunities are immense!

Reality Check

Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

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Skills Required

  • Good communication skills
  • Relevant experience in an IT and/or networking related role
  • Experience in a technical support environment

Qualities Required

Technical knowledge of:

  • WAN and LAN networking technologies
  • Fault finding and technical troubleshooting
  • Networking infrastructure - switching, routing and firewall

Qualifications Required

  • Must have GCSE pass grades or equivalent in English and maths
  • Must have IT specific qualification at either A-level or Level 3 Apprenticeship, or other relevant qualifications

Training Provided

  • Comprehensive digital pre-apprenticeship induction programme (including health and safety, safeguarding, PREVENT, technical and curriculum specifics)
  • Level 4 Network Engineer apprenticeship standard
  • E-learning training materials
  • Specialist vendor and technical certificates- e.g. CompTIA
  • Access to practice labs to develop technical competency
  • Monthly assessor visits and competency checks
  • Support desk (technical and pastoral)
  • Functional skills if needed
  • Personal Learning and Thinking Skills and Key Skills development
  • Employment Rights and Responsibilities module

You will also have the opportunity to network with a range of other apprentices on our programme who can share ideas, offer suggestions and support. Our apprentices love being able to help each other!

As one of our apprentices you will also have access to our online portal that will provide you with information and technical guidance, as well as links to the helpdesk to speak to technicians who can give real-time advice and support.

Register interest