IT Apprentice

QA Ltd; Gateshead; On-site; GBP 16,000 - 20,000; Full time

Job summary

A leading IT support firm in Gateshead is seeking an IT Apprentice to join their 1st Line Support team. This role offers hands-on experience in troubleshooting IT issues and supports users while working towards a nationally recognized qualification. Ideal candidates show a keen interest in IT, good communication skills, and a willingness to learn. The position features a structured 9-day rota over 2 weeks with comprehensive training opportunities.

Benefits

24/7 GP access

Employee ownership

Paid volunteering days

Exclusive discounts

Ongoing training and development

Qualifications

• Interest in IT and technology.
• Willingness to learn and develop skills.
• Reliable and eager to learn.

Responsibilities

• First point of contact for IT support via phone, email, and ticketing system.
• Troubleshoot and resolve basic hardware, software, and network issues.
• Log, categorize, and prioritize incoming support requests.

Skills

Good communication skills

Problem-solving abilities

Basic knowledge of Microsoft Windows

Teamwork

Customer-focused attitude

Education

3 GCSEs (or equivalent) at grades 4+ (A-C)

GCSE Maths and English at grades 3+ (D or above)

Job description

We are seeking a motivated and enthusiastic IT Apprentice to join our 1st Line Support team. This is an exciting opportunity for someone looking to start a career in IT, gaining hands‑on experience while working towards a nationally recognised qualification. You'll play a key role in supporting end users, helping to resolve IT issues, and ensuring smooth day‑to‑day operations.

• First point of contact for IT support via phone, email and ticketing system.
• Log, categorise and prioritise incoming support requests accurately.
• Troubleshoot and resolve basic hardware, software and network issues.
• Assist with setting up and configuring PCs, laptops, mobile devices and peripherals.
• Escalate more complex issues to the internal Support team where appropriate.
• Perform routine maintenance tasks such as password resets and user account management.
• Maintain accurate records and documentation of support tasks and resolutions.
• Support the onboarding and offboarding process of staff by setting up or deactivating IT accounts and equipment.
• Participate in training and development activities as part of the apprenticeship.
• Follow all company policies and procedures, including data protection and security best practices.

You're someone who's curious about how things work and love solving problems.

You might already enjoy helping friends or family with their tech issues, and you're keen to turn that interest into a career.

You're reliable, eager to learn, and not afraid to ask questions.

You thrive in a team setting but can also take initiative when needed.

Most of all, you care about doing a good job and delivering a great experience to the people you support.

Keen interest in IT and technology.

Willingness to learn and develop skills.

Good communication skills, both written and verbal.

A helpful and patient attitude with a customer-focused approach.

Basic knowledge of Microsoft Windows and Office applications.

Good problem-solving abilities and attention to detail.

Ability to work as part of a team and take direction.

Experience

• Some experience with IT (e.g., through school, personal projects, or work experience).
• Familiarity with common IT systems such as Active Directory or Office 365.
• 3 GCSEs (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 is 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.

We are the people that bring you experts in soft FM services who are committed to enhancing spaces to enrich lives. Our brands are trusted by thousands of organisations across the UK to clean, secure and enhance workplaces, education environments, public transport, leisure destinations, open spaces and the critical links that keep our country running. As Churchill's group of specialist business continues to grow, we stay true to our foundations of local service delivery, agility, and flexibility, and listening to what our customers want. This is embedded in our belief that to deliver the best service for our clients and partners real expertise and knowledge is needed. Our sibling brands deliver facilities services in the cleaning, security, water hygiene, housing and guest services sectors offering each market a comprehensive solution for their needs.

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.

The team work on a 9-day rota over 2 weeks, so they get a day off every fortnight. 75 hours over 2 weeks, between 8am - 5:30 on a rota.

We believe in rewarding talent and creating a workplace where everyone feels valued. Here's what you'll get:

• Employee ownership- You are part of our success!
• 24/7 GP access, plus mental health, wellness, financial, and legal support.
• Two paid volunteering days per year- Give back to a cause that matters to you.
• Exclusive perks and discounts- More than 250 deals available.
• Ongoing training and development- From apprenticeships to leadership programs.
• Wellbeing, diversity & inclusion- Our Mosaic Committee and Mental Health First Aiders are leading the way.
• Recognition and rewards- Celebrating our shining stars all year round.

Future prospects: 90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.