IT First Line Support Apprentice

QA; Weston-super-Mare; Hybrid; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Laptop and remote work setup

Free on-site parking

Perkbox access

Private healthcare after probation

Pension

Job summary

QA is offering an Apprenticeship Programme in Weston-super-Mare to develop skills in first-line IT service desk support. You will learn to diagnose, respond to inquiries, and manage incidents while gaining hands-on experience in Windows environments and Microsoft 365.

The programme emphasizes customer-focused communication, problem solving under pressure, and a clear route from first line to second line engineering, with funded training and progression opportunities.

Qualifications

• Entry-level apprenticeship programme for IT service desk.
• GDSEs including Maths and English required, with minimum grades.
• No prior higher qualification in similar subject allowed.

Responsibilities

• Be the first capable, human response to customer queries."
• Own the incident from start to finish, ensuring resolution or proper handover.
• Act on monitoring and backup alerts, often before customers notice issues.
• Meet and uphold service level commitments as part of the role.

Skills

Communication skills

Customer service

Problem solving

Teamwork

Willingness to learn

Education

GCSEs (3 at 4+/A-C) including Maths & English

Tools

Windows OS

Microsoft 365

Job description

Most IT companies run a helpdesk. We run the front door of a promise.

Nviron is not building an impressive IT company. We are building an invisible one - the kind of technology a business stops having to think about. The service desk is where that starts. If that is the kind of work you want to be good at, we would like to hear from you.

When a business hands its technology to Nviron, it is not buying tickets or hours. It is handing over something it would otherwise have to worry about, and trusting us to worry about it instead. The first-line Service Desk Engineer is the person that trust meets first. When something breaks, when a question needs answering, when a morning starts badly, you are the reason the customer gets to keep thinking about their own business rather than about ours.

That is a bigger job than the words "first-line support" suggest, and we mean it to be.

What the role actually is:

When a customer contacts us, you are the person they deal with, and the experience is yours to get right. Whether they come away reassured or unsettled is largely down to you, and we treat that as one of the most important things happening in the building.

Day to day, that means:

• Being the first capable, human response. Answering, diagnosing, and fixing what can be fixed, first time.

• Owning the incident in front of you. Not passing a customer around, not letting a ticket go quiet - seeing it through, or handing it on cleanly when it genuinely needs a specialist.

• Acting on what the monitoring and backup platforms are telling us. Often before the customer has felt anything at all. The best support is the kind nobody had to ask for.

• Keeping the promises our service levels represent. An SLA is not a target to be gamed. It is a commitment to a business relying on us, and we hold you to the spirit of it, not just the clock.

What we look for:

We hire for character first, and we are not being polite when we say it.

The Nviron Standard commits us to honesty with customers - including the honest answer they did not want, delivered warmly but without softening. That commitment starts on the service desk. We want someone who is genuinely good with people under pressure, who would rather say "I don't know yet, but I'll find out" than bluff, and who takes it personally when a customer is let down.

On top of that:

• A real desire to learn and to grow. First line at Nviron is an entry point, not a holding pen. The progression into second line, engineering and specialism is real, funded, and expected.

• A sound grasp of the fundamentals. Windows, desktops, servers, networks, and Microsoft 365. You do not need to know everything; you need to understand how things fit together and how to find out the rest.

• Clear, plain communication, written and spoken. We translate technology into language the customer can act on. Jargon is a tell, and we work hard to avoid it.

• Comfort in a structured service environment. Familiarity with ITIL or similar service-management practice is useful, but it is not the badge that gets you the job. We run to our own service standard, and we will teach it.

The entry requirements for this programme are as follows:

• 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 in a similar subject

Working hours: 37.5 hours per week

Benefits:

We invest properly in the people who do this work, because the whole proposition depends on them.

• A competitive, experience-based salary.

• Funded training and certification. We pay for you to get better at this, and we expect you to.

• A modern, lightweight laptop and the setup to work remotely.

• Free on-site parking, and a real office and social environment rather than a described one.

• Access to Perkbox, and, on completion of probation, private healthcare and a pension.

Future prospects:

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

About QA:

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.