IT First Line Support Apprentice - Advanced (Level 3)

Hero It Support Ltd (Employer)

QA Apprenticeships (Training Provider)

Annual wage £10,400.00
37.5 hours per week Monday to Friday from 8:30am to 5:30pm – 1 hour unpaid breaks.
15 months (duration)
20 December 2021(start date)
Information communications technician (apprenticeship standard)
14 December 2021 (application closing date)
Register interest

Job Description

Main role / Purpose: To provide IT support to all customers in a full and professional manner. You will be required to help run the remote support helpdesk from our office in Brighton and attend customers site when necessary.


Main responsibilities:

  • Acting as the first point of contact for technical service requests from customers
  • Logging and maintaining chronological detail throughout a service ticket lifecycle
  • Providing 1st line diagnosis and resolution with a high level of first-time fixes
  • Responding appropriately to more complex problems through escalation
  • Prioritisation and management of workload to ensure client SLAs are met
  • Build positive relationships with customers
  • Build, configure new PCs, and network devices to required specifications
  • Provide support for IT infrastructure components, including desktops, Laptops, Telephony both remotely from the office and onsite at client’s locations
  • Preparing regular end of day reports on the tasks assigned is required 

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


  • After qualifying period and based on your own knowledge and understanding you can opt in to our on-call rota which attracts an additional top-up amount per week you are ‘on call’ in addition to salary. Can start from 6-9 months be depends on the individual!
  • 28 days holiday (inc. Bank Holidays)
  • After probation period qualification for Health Cashback Plan and employee benefits

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

  • Able to provide a high level of service to users
  • Ability to solve problems under pressure, prioritising effectively
  • Good organisation and planning skills with a very high attention to detail

This role requires a good positive attitude towards job, tasks, clients and events, at all times.

Qualities Required

  • Able to communicate effectively with users and senior management

Qualifications Required

Entry requirements:

You need to have 5 GCSE’s:

  • Maths and English (or equivalents) at grades D or above
  • 3x GCSE’s grade A-C in any other subject

You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

Find out more here:

Training Provided

  • Level 3 Infrastructure Technician Apprenticeship 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.

Register interest