First Line IT Support Apprentice - Advanced (Level 3)

Begbies Traynor Limited (Employer)

QA Apprenticeships (Training Provider)

Annual wage £18,000.00
40.0 hours per week Days and shifts to be confirmed.
16 months (duration)
17 October 2022(start date)
Information communications technician (apprenticeship standard)
3 October 2022 (application closing date)
Register interest

Job Description

This role will give you experience of providing first line helpdesk support to internal staff, assisting them with hardware and software problems via phone, email or in person. The role is a great opportunity to join an established and experienced professional team whereby you will be able to develop your career.


What will the apprentice be doing?

  • Providing first line technical support; answering support queries via phone, email, F2F
  • Maintaining a high degree of customer service for all support queries and adhere to all service management principles
  • Taking ownership of user incidents and being proactive when dealing with user issues
  • Logging all calls on the call logging system and ensuring these calls are updated regularly and in-line with business processes
  • Documenting processes and procedures and contributing to building the IT knowledgebase
  • Responding to enquiries from clients and helping them resolve hardware or software problems either locally or remotely
  • Maintaining a log of any software or hardware problems detected
  • Supporting users in the use of computer equipment by providing necessary training and advice
  • Building PC’s and provisioning other equipment such as mobile and print devices
  • Escalating tickets to other members of the team when necessary
  • Arranging for external technical support where problems cannot be resolved in house
  • Visiting remote sites to provide face to face support when required

What training will the apprentice take and what qualification will the apprentice get at the end?

Why choose our Cloud Network Specialist apprenticeship?

QA’s Cloud Network Specialist Level 3 Apprenticeship provides a solid foundation in installing network cabling and hardware.

A Cloud Network Specialist’s role is both desk-based and involves visits to clients' premises to resolve issues. Apart from installing network cabling and hardware, they may also be required to assist in the deployment and management of cloud-based services.

QA’s Cloud Network Specialist Level 3 apprenticeship programme enables the apprentice to:

  • Follow a cloud-first curriculum, covering on-premise and cloud-enabled networking
  • Learn about core networking principles, including network addressing, cloud, virtualisation and security
  • Understand the principles, hardware, protocols and services that form part of on-premise, cloud and hybrid network architectures
  • Train with QA - the largest and leading provider for both Microsoft and AWS training
  • Learn technical content that aligns to, and is relevant to, employers and the market
  • Learn about DevOps methodologies and the fundamentals of databases and data migration

What is the expected career progression after this apprenticeship?

92% of QA Apprentices secure full-time 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

Communication skills, IT skills, Team working

Qualifications Required

GCSE or equivalent 3 of any subject (Grade 4+ (A* - C)) Essential
GCSE or equivalent Maths & English (Grade 3+ (D or above)) Essential
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