As well as someone who loves IT, we're looking for someone with a passion for helping others and providing great customer service to our growing list of customers. Waterstons is an IT and business consultancy founded in 1994 and headquartered in Durham, UK, with additional offices in London, Glasgow, and Sydney. The company specialises in a wide range of services including business and technology consulting, managed IT services, cyber security, software development, data and analytics, and project management. Known for its people-first culture, Waterstons offers flexible working, unlimited holidays, and a strong focus on learning and development. The firm is a trusted partner across sectors such as education, manufacturing, housing, and healthcare, and is one of only a handful of UK consultancies to hold both CREST accreditation and Certified Cyber Consultancy status from the National Cyber Security Centre. With a growing global team and ambitions to double its turnover by 2025, Waterstons continues to expand while maintaining a strong commitment to client success, innovation, and inclusivity.

About the Role

As an Apprentice IT Engineer, you’ll join our busy Service Desk team as the first point of contact for our customers. You'll help by answering calls, triaging tickets, and resolving incidents and service requests.

You’ll divide your time between supporting our Service Desk at Waterstons and acting as an on-site representative for one of our valued clients, The Mayborn Group.

Exceptional customer service is at the core of this role. We’re seeking someone who is approachable, patient, and empathetic—someone who recognises that behind every ticket, phone call, or face-to-face interaction is a person in need of support

We’re passionate about helping our apprentices grow and develop within the business.

You’ll spend two days each week on-site at Mayborn’s Balliol Business Park location, with the remaining two days based at Waterstons’ office in Aykley Heads, Durham

What We’re Looking For

• A genuine interest in problem solving and helping people
• Excellent customer service skills
• Strong communication skills
• A proactive attitude with a willingness to learn and develop
• Smart, dependable, and proactive

What You’ll Gain

• A fully funded Digital and Technology Solutions Professional Integrated Degree
• Real-world experience in a supportive IT environment that serves multiple customers
• Clear opportunities for long-term progression within the business

What You’ll Do on a Typical Day

• Provide outstanding customer service via phone, our ticketing system and in person.
• Triage incoming tickets and prioritise effectively
• Resolve incidents and service requests
• Learn and practise key IT processes including incident management, change control, and major incident response
• Work alongside experienced engineers and specialists to support our customers

Candidate Specification

The ideal candidate will have a strong passion for problem solving and inquisitive. They have a high level of interpersonal skills and can show a strong understanding of customer care.

They should be proactive – able to speak out if they need help and pick up work without been asked.

We're looking for candidates who present themselves well and show an understanding of basic professional behaviour in an office environment or self-awareness to learn these skills

They should have career aspirations beyond the Services Desk even if they don’t know what that is yet.

Working Hours

8:30am till 17:00pm - Monday to Friday

Future Prospects

• To join one of our many functions
• Service Desk as part of our 24h team
• Infrastructure monitoring as part of 24h team
• Backup assurance
• Technical Services
• Starting salary £20,000 rising to £26,000 throughout apprenticeship

Requirements

• Maths and English - Minimum Grade 4 (C) or Functional skills level 2
• Must also hold a Level 3 qualification

Questions to think about

• Tell us about a time you helped someone with a problem — what did you do, and how did they react?
• If you could spend a weekend doing absolutely anything , what would you do and why?