IT Support Apprentice - Advanced (Level 3)

Mri Software Limited (Employer)

QA Apprenticeships (Training Provider)

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

We are looking to recruit an Apprentice to join the team and be part of an exciting period in the company’s history. The position is available due to an internal promotion and we are looking for a replacement with a new apprentice who has an aptitude for working within IT service management and has the motivation to learn and grow within the team.


The job will be providing 1st line technical support to our Managed Service customers delivering excellent customer service and a high-quality support. The position will be a combination of home and office-based working with easy access via local transport routes and public transport.

Reporting into the Team Leader you will be working with an experienced, friendly, motivated team with fantastic company benefits and be responsible to undertake analysis, diagnosis and resolution of customer issues to SLA’s. 

Work alongside an established and leading proposition which continues to redefine the proptech world. Join a business where all 2,000+ of our immensely talented employees are listened to and make a real difference.

Primary responsibilities:

  • Taking phone calls promptly with strong attention to detail creating tickets around this information
  • Opening tickets in ticketing systems, making sure that 1st response is appropriately done along with 1st line triage
  • If necessary, you will request external support, e.g. from software or hardware manufacturers
  • If necessary, you will request third party support, e.g. from customers
  • Good understanding of Incident, Service Request and Problem tickets
  • Liaising with clients throughout the lifecycle of the service ticket
  • Prioritise and manage multiple tickets
  • Ensure that any technical issues on a ticket are escalated efficiently

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

  • Willingness to try new things to influence and embed change
  • Strong communication skills (both written and verbal) with the ability to establish long lasting rapport
  • Good problem-solving and trouble-shooting skills
  • Excellent time management, organisational skills, attention to detail and the ability to work to deadlines
  • Results driven
  • Reliable and punctual

Qualities Required

  • Proactive
  • Positive attitude – always acting calmly and positive
  • Demonstrate initiative
  • Professional attitude

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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