Infrastructure Technician - Level 3 Apprenticeship - Advanced (Level 3)

Office Tek (Employer)

QA Apprenticeships (Training Provider)

Annual wage £15,000.00
40.0 hours per week Shifts TBC upon interview.
15 months (duration)
7 June 2021(start date)
Infrastructure technician (apprenticeship standard)
Digital (route)
28 May 2021 (application closing date)
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Job Description

Due to expansion we have a requirement for an IT Support Infrastructure Technician to work on our IT Help Desk. The primary objective of the help desk is to provide a rapid, efficient, friendly and effective first line problem solving service to our customers.


Main responsibilities:

  • Provide a helpful professional first line support service to customers
  • Perform predefined daily/weekly/monthly maintenance checks and tasks
  • Log all service requests against the customer account in our Help Desk System
  • Progress to resolution or escalation all outstanding service requests
  • Perform required analysis and research to successfully resolve service requests
  • Keep the customer informed at all times about the status or progress of their request
  • Check and respond to alerts reported by our Monitoring System
  • Maintain network documentation for customer networks in our Help Desk System
  • Liaise with external technology vendors as required to resolve service requests

Other duties:

  • Help develop and document procedures and check lists to improve our internal operations
  • Identify areas for improvement in our operations and customer service
  • Perform other duties as required to support the business

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

  • Excellent communications skills and a good telephone manner
  • A passion for technology and customer service
  • Excellent organisational skills 

Desirable experience: [in the following applications/operating systems:]

  • Windows Server
  • Windows 10 Pro
  • Office 365
  • Microsoft Office Word/Outlook/Excel/PowerPoint
  • Network Hardware, Antivirus, Antimalware and Backup Solutions

Qualities Required

Working towards / interest it:

  • Working towards CompTIA A+ and Network+
  • Working towards Microsoft Certified Desktop Support Technician (MCDST)

Qualifications Required

  • 5 GCSE’s, grades A*-C/9-4 or equivalent (including English Language and maths) 

Training Provided

  • Level 3 Infrastructure Technician Standard
  • Functional Skills in maths and English if required

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.

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