IT Support Engineer Apprentice - Advanced (Level 3)

Astaris (Employer)

QA Apprenticeships (Training Provider)

Annual wage £14,000.00
40.0 hours per week TBC upon interview.
16 months (duration)
6 June 2022(start date)
Information communications technician (apprenticeship standard)
23 May 2022 (application closing date)
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Job Description

We are now seeking an enthusiastic IT apprentice to join our engineering team. The successful applicant will demonstrate a passion for IT and technology and wanting to start an IT career.  They will need to be committed, hardworking and have a strong work ethic.  They will be a good communicator and have a personable and outgoing personality.


The main purpose of the apprenticeship will be to support the Engineering Team in carrying out their day-to-day duties and to provide 1st Line Support (progressing to 2nd line) to the clients on a daily basis. 

To accompany the ‘engineering team’ on site-visits and when you have gained sufficient skills, visit sites alone.

If you think you have the enthusiasm and drive to join our team, we would love to hear from you.

Main responsibilities:

In conjunction with the apprentice training programme, we aim to train you in the following areas:

  • Answer incoming calls
  • Taking down accurate information notes, including name, telephone number, company and reason for call
  • Awareness of your surroundings and activities of your co-workers so that you can identify team needs and actively participate/volunteer
  • Raising tickets with detailed information regarding the customer query and assign to relevant engineer/person
  • Taking accurate study notes that can be referred to and followed without reference to a senior if necessary
  • Learn/progress to desktop setup and configuration
  • Learn/progress to remote/desk side support of desktops, laptops, peripherals (including Network Printers),
  • Learn/progress to network installations (TCP/IP), support and usage
  • Learn/progress to software/hardware support, installation and troubleshooting
  • Learn/progress to configuration of routers and access points to customer specification
  • Familiarising self and learn business applications including, Windows XP / Vista / W7 / Server 2003/2008, Exchange 2003 / 2007 and Office 2003+
  • Progression to analysing problems, finding solutions and implementation
  • Learning how to plan workload
  • Communicating with internal and external based people efficiently and effectively
  • Client onsite support
  • Learning about backup/restores
  • Building knowledge base for Cisco routers & switches, Macs and Nagios
  • Writing and recording all processes associated within the Engineering role
  • To be accountable for logging, actioning and completing tasks – closing tickets
  • Great communication within the team and to the clients
  • To actively engage in internal and external learning and training in order to achieve and acquire skills associated with IT Support Engineer role
  • To support engineering team as instructed by line manager and senior management
  • Escalating issues to management as appropriate
  • Undertaking other reasonable duties as instructed by senior management

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 programmes offer on-going development tracks. 

Reality Check

Benefits / Perks of the job:

  • Modern, spacious working environment
  • Monthly Fun Fridays
  • Periodic Fun days out
  • Birthday Bonus Day off
  • Car parking
  • Business mileage & expenses
  • 28 days holiday per year (includes bank holidays)

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

  • Microsoft Word, Excel
  • Good telephone skills
  • Excellent written and spoken English
  • Google Workspace / GSuite experience desirable

Qualities Required

  • Punctual with excellent time management skills
  • Work on own initiative and as part of a flexible team
  • Outgoing, communicative at all levels
  • Confident and self-aware
  • Tenacious, driven
  • Great attention to detail

Qualifications Required

Entry requirements:

The entry requirements for this Cloud Network Specialist programme are as follows:

  • 3 GCSE’s (or equivalent) at grades 4+ (A-C) in any subject
  • GCSE Maths and English (or equivalents) at grades 3+ (D or above)
  • Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

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

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
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