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IT Support Apprentice

Employer description:

We provide expert, independent, and bespoke Fire, Security and IT Solutions design, installation and support. We work across all major market sectors, on major construction projects and with end-user organisations, with an approach that values true collaboration.

Main role / Responsibilities [will include but not be limited to]:

  • Dealing with incoming faults in a professional, courteous manner over the phone and via email
  • Taking ownership of faults and managing them in a logical and methodical manner
  • Correctly logging incidents and faults, categorising and prioritising them in line with team procedures
  • Conducting full and through diagnostics with end users to enable first point of contact fault resolution
  • Ensuring all faults are progressed & cleared within SLA –escalating to other internal and external teams as appropriate
  • Diagnosing and resolving problems to the customers satisfaction
  • Maintain and develop own knowledge and skills to assist with first time fault resolution
  • Identify and escalate repeat issues or service risks into service management teams
  • Sharing knowledge with team colleagues
  • Manage several scheduled tasks for customers

Desirable skills:

  • Must be able to demonstrate a customer first approach to support
  • The ability to liaise and communicate confidently and professionally with customer representatives at all levels
  • Natural aptitude for trouble shooting & problem solving
  • Have solid experience in a helpdesk or technical support environment
  • Highly organised and able to work on own initiative to complete the range of tasks required
  • Flexible and willing to work outside core business hours as required
  • Should be able to demonstrate good communication skills, written, over the phone and face to face.
  • Will have a willingness to learn new skills in a fast paced environment
  • Comfortable working within a team or on own initiative
  • Provide excellent documentation skills

Personal qualities:

  • Reliant
  • Can-do attitude
  • Friendly and professional manner
  • Passionate for knowledge

Desired qualifications:

  • 3 x GCSE (or equivalent) at grades A-C in any subject, plus GCSE English and Maths (or equivalents) at grade C or above.
  • English Language (written and verbal) to a GCSE level or equivalent.

Working week:

40hrs a week, 

Monday - Friday, 

Either 8:00am - 5:00pm or 9:00am – 6:00pm, 

1 hour lunch. 


  • 25 days holiday
  • Free Parking
  • Access to mental health help
  • Perks and discounts on high street
  • Good team environment
  • Socials twice a year when allowed

Future prospects:

  • Successful candidates can expect to gain a full role, with development and exposure to technologies [that would drive further knowledge] would be gained
  • Progression and development to senior roles and Recognised Industry Certification
  • Competitive salary upon successful completion of IT apprenticeship progressing to 1st Line Service Desk Engineer

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

IT Support Apprentice

QA Apprenticeships
Gloucester, UK
Advanced Apprenticeship

Published on 25 Feb 2021

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