Protec It

1st / 2nd Line Technical Support Engineer Apprentice - 17577


Protec It

Training Provider:


Annual wage £15,000.00
37.5 hours per week Monday to Friday, 9am – 5:30pm, [all details will be confirmed with the employer]
duration: 15 months
start: 24 June 2019
Advanced(level 3)
Infrastructure technician (apprenticeship standard)
15 June 2019 (application closing date)
You will have the opportunity to gain valuable skills, knowledge and experience.


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

  • Provide first line support for incoming live chat and phone calls. 
  • As the first person the customer will speak to, you will work with our current help-desk technicians to provide an overview of the problem and potentially fix if you can. 
  • Work closely with our current team to work out how we can improve the service we're providing to our customers. 
  • Investigate new technologies that are out or coming out soon that could be relevant to us or our customers. 
  • Take thorough documentation and notes on our client’s setups for future reference. 
  • Troubleshooting and diagnosing support issues via phone, email or onsite visits 
  • Effective ticket management to meet defined service levels 
  • Escalate incidents to required support teams, vendors and team leads  

Future Prospects

92% of QA Apprentices secure permanent employment after finishing their apprenticeship.  Additionally there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

Reality Check

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.  

Skills Required

  • A professional telephone and email manner when communicating with clients and partners
  • Excellent people skills for client visits, phone calls and remote support tickets
  • Update other team members on situations in a clear, concise and timely manner
  • The candidate will require a proactive working ethic and trust as may be left unsupervised
  • Happy to provide daily feedback calls to the team for status updates
  • Sense of urgency, if asked to email / call customer to do so on instruction promptly
  • Productive attitude to work through tickets to clear your service queue
  • Self-motivated and able to look for new tasks if work load quiet 

Qualities Required

Essential experience:

  • Microsoft server environments
  • 1st line support for desktop, laptop and server issues
  • PC and server hardware
  • MS Office and associated MS apps
  • Networking experience (routers, firewalls, wireless access points)
  • MFP's - Printers - Networking
  • Mobile Devices (iPad, mobiles)
  • MS Windows Operating system experience (2000, XP, 7, 8, Win10)
  • MS Server Operating systems (2003, 2008, 2011, SBS, 2016)
  • Backup products (Symantec, Veritas, Google Drive Cloud services, DropBox Business)
  • Active Directory - User Management
  • Cloning and Imaging
  • Support Protec project managers in the delivery of projects
  • Flexible and pro-active approach to identifying customer needs
  • Ordering and quoting of computer equipment
  • Remote access tools 
  • Working within and to support onsite SLA's: 
  • Exchange Server experience (2003, 2007, 2010, 2016)
  • 2nd line technical support
  • Office 365 - Hosted Exchange
  • Domain Management (DNS)
  • Apple Mac Product Experience (Hardware and Software)
  • NAS Drives (QNAP - Synology)
  • VMWare - ESX Experience

Qualifications Required

3x GCSE (or equivalent) at grades A-C in any subject, plus GCSE English and Maths (or equivalents) at grade D or above. 

Training Provided

Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.

Level 3 Infrastructure technician

last 24 hours

This page contains public sector information licensed under the Open Government Licence v3.0. The information provider is the Education and Skills Funding Agency.