1st Line IT Support Level 3 Apprenticeship - 3Gi Technology

We are looking for a driven and curious 1st Line IT Support Apprentice to be the onsite IT presence at one of our clients, Pure Malt, and start building a real career in technology. You will be employed by, and part of, the 3Gi Technology team, but based full-time onsite at Pure Malt.

About the role

• You will be the first point of contact for their users, handling day-to-day IT issues face to face, by phone and by email.
• You will be the friendly, dependable face of IT onsite, so a strong customer service approach and clear communication are essential.
• You will be fully supported by our wider, experienced engineering team, who provide escalation, technical depth, mentoring and backup.
• You will never be on your own.

This is a full apprenticeship. You will work towards an industry-recognised qualification while you earn, with training geared towards our Security Operations and Cloud Operations teams. You do not need previous IT experience. What matters is a genuine interest in technology, a willingness to learn, and the confidence to talk to people.

Responsibilities

• Act as the friendly, visible IT contact for users at Pure Malt
• Provide 1st line technical support face to face, by phone and by email
• Handle walk-up queries and manage user expectations professionally
• Log, own and progress tickets, escalating to senior engineers where needed
• Troubleshoot everyday hardware and software issues
• Support users with Microsoft 365 and cloud applications
• Set up new starters with devices, accounts and access
• Handle software install and download requests
• Keep system documentation accurate and up to date
• Represent 3Gi professionally at the client site

What we're looking for

• A real interest in IT and technology, whether from study, a home lab or just tinkering
• Comfortable dealing with people face to face, not just behind a screen
• Good communicator with both colleagues and customers
• Organised and methodical in how you approach problems
• Happy to ask questions and learn from the people around you
• Reliable, flexible and willing to get stuck in
• Able to commute reliably to Haddington, East Lothian, five days a week

Nice to have:

• A-Level or equivalent
• Any IT-related study, home lab or personal projects

You don't need to tick every box. We care about attitude and aptitude far more than what is on paper.

Working hours: 8am - 5pm, including a lunch break of 1 hour

Benefits

• A recognised apprenticeship qualification, fully funded
• Structured training and mentoring from experienced engineers
• Hands-on exposure to modern enterprise technology, including security and cloud operations
• 20 days holiday plus bank holidays
• Company pension, free flu jabs and sick pay
• A supportive team with regular feedback

Future prospects

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

About the Company

Pure Malt is an East Lothian business that makes malt-based ingredients for food and drink companies, exporting to more than 50 countries. 3Gi is a UK-based technology services group specialising in digital transformation, Cloud, AI and Cyber Security.