IT Apprentice - 18822



Training Provider:


Weekly wage £156.00 to £192.40
40.0 hours per week 8.00am - 6.00pm - Monday - Thursday and 8.00am – 5.30pm on Friday.
duration: 15 months
start: 14 October 2019
Advanced(level 3)
Infrastructure technician (apprenticeship standard)
5 October 2019 (application closing date)
We have an excellent opportunity for an IT Apprentice to join our team and develop their career. You will have the opportunity to gain valuable skills, knowledge and experience whist you complete a Level 3 Infrastructure Technician Apprenticeship.


Main responsibilities: 

  • Answering inbound telephone support calls - using the Company-standard scripts at all times 
  • Customer Service is of utmost importance at all times – no exceptions 
  • Validation of customer contract status at point of contact 
  • Logging all relevant incident/service request details 
  • Providing first-line Triage - basic investigation, diagnosis and validation of reported issue 
  • Aim to achieve first contact resolution whenever possible with the customer 
  • Be responsible for understanding & meeting SLA’s and internal operating metrics 
  • Be proactive - observe trends, related issues and reoccurring issues with specific customers or platforms - work to ensure that business impact is minimised, communicate appropriately and work to learn from the situation 
  • Ensure accuracy of customer and asset data in CRM system - correcting errors/updating where required 

Future Prospects

You could gain a full-time role with a salary increase and a new job role and responsibilities on successful completion of the Apprenticeship. 

Reality Check


The starting salary will be £156 per week / £8112 per annum for the first 3 months.

If the apprentice completes their probation after 3 months, the salary will increase to £192.40 per week / £10,000 per annum. 

For further information on the Apprenticeship National Minimum Wage (ANMW), please refer to:

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

  • Good understanding of how to provide and the importance of excellent Customer Service 
  • Experience in customer-facing environment would be an advantage 
  • Good written and verbal communication skills
  • Organised and able to follow instructions 
  • Able to work unsupervised 

Qualities Required

  • Genuine interest in IT 

Qualifications Required

  • 3 GCSEs at grades A-C/9-4 in any subject, plus GCSEs at grade C/4 or above in English and maths (or equivalent qualifications)

Training Provided

  • Advanced (Level 3) Infrastructure Technician Apprenticeship Standard
  • 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

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