Network Engineer Apprentice

Main responsibilities:

• Provide 2nd Line IT support, acting as an escalation point for complex technical issues and service requests.
• Troubleshoot and resolve hardware, software, operating system, and endpoint-related problems.
• Administer and support Microsoft 365 services, including Exchange Online, SharePoint, Teams, Intune, Entra ID, and Microsoft Defender.
• Manage and maintain Windows Server environments, Active Directory, Group Policy, DNS, and DHCP services.
• Diagnose and resolve network, Wi-Fi, VPN, connectivity, and firewall-related issues.
• Deploy, configure, and support Windows 11 devices, mobile devices, printers, and Intune-managed endpoints.
• Manage incidents and service requests through Autotask PSA, ensuring accurate updates and SLA compliance.
• Assist with IT infrastructure upgrades, cloud migrations, cybersecurity initiatives, and new client onboarding projects.
• Create and maintain technical documentation, processes, and knowledge base articles using IT Glue.
• Deliver excellent customer service while supporting clients remotely and on-site, and contribute to mentoring junior team members.

Desirable skills:

• Strong troubleshooting and problem-solving skills across Microsoft, networking, and infrastructure technologies.
• Experience administering Microsoft 365, Exchange Online, SharePoint, Teams, Intune, and Entra ID environments.
• Knowledge of Windows Server, Active Directory, Group Policy, DNS, DHCP, VPNs, and TCP/IP networking.
• Experience using Datto RMM, Autotask PSA, IT Glue, remote support tools, and backup solutions.
• Excellent communication, documentation, customer service, and stakeholder management skills.

Personal qualities: