IT Support Apprentice

QA Limited; Coventry; On-site; GBP 15,000 - 21,000; Full time

Benefits offered by this job

20 days annual leave plus bank holiday

Ongoing training & certification

Clear career progression

Collaborative environment

Job summary

QA Limited in Coventry seeks an IT Support Apprentice to join our growing team. You will learn to log, investigate, troubleshoot and resolve support requests under guidance from the service desk, while keeping customers informed in plain language.

You’ll gain exposure to Microsoft 365, Windows, Teams, and other business apps, with mentoring and opportunities to advance to higher technical roles as you learn.

Qualifications

• 3 GCSEs (or equivalent) at 4+ (A-C) in any subject.
• GCSE Maths and English (or equivalents) at 3+ (D or above).
• Applicants must not hold a qualification at the same or higher level as this apprenticeship.

Responsibilities

• Answer incoming support calls and respond to emails via the service desk.
• Log incidents and changes accurately in the ticketing system.
• Keep customers updated in clear, non-technical language.
• Provide first-line support for Microsoft 365, Outlook, Teams, Windows and common apps.
• Assist with password resets, account creation and onboarding.

Skills

Microsoft 365

Windows

Microsoft Teams

Customer service

Education

GCSEs or equivalent

GCSE Maths & English

Tools

Ticketing system

Job description

We are a Coventry-based IT Managed Service Provider helping businesses stay secure, productive and connected. We deliver managed IT support, cyber security, Microsoft 365 and Azure cloud services, telecoms, connectivity, web and hosting solutions.

About the role:

As an IT Support Apprentice, you will be one of the first points of contact for customers who need technical help. With guidance from the service desk team, you will learn how to log, investigate, troubleshoot and resolve support requests while keeping customers clearly informed.

As part of a small, growing team, you will have closer access to experienced engineers and business leaders. You will receive practical mentoring, gain visibility across the business and experience a wider variety of responsibilities than may be available in a large internal IT department.

Our culture is built around learning, collaboration, accountability and opportunity. We want apprentices to feel supported from day one, develop valuable technical and professional skills, and build a long-term career in technology.

Responsibilities:

• Answer incoming support calls and respond to requests received by email or through the service desk
• Log incidents, service requests and changes accurately in the ticketing system
• Keep customers updated in clear, professional and non-technical language
• Provide first-line support for Microsoft 365, Outlook, Teams, Windows and common business applications
• Assist with password resets, account creation, access changes, user onboarding and offboarding

Desirable skills:

• Experience using Microsoft 365, Windows or Microsoft Teams
• Experience building, upgrading or troubleshooting computers or home networks
• Interest in cloud computing, networking, cyber security or telecoms

Additional requirements:

• Ability to work full-time from our Coventry office
• A UK driving licence as future customer-site visits may be required
• A DBS check will be undertaken
• Genuine interest in IT, technology and helping people

Entry requirements:

• 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.

For more information please visit the UK ENIC website.

Working week: Monday to Friday, 9am to 5:30pm

Benefits:

• 20 days annual leave plus all UK bank holidays
• Christmas shutdown, giving you additional time to relax and recharge over the festive period (included within your annual leave entitlement)
• Monthly team lunches or dinners, providing the opportunity to celebrate successes and socialise with colleagues
• Complimentary drinks, snacks and healthy food options available in the office
• Access to a modern staff kitchen and breakout facilities in our new Coventry office
• A friendly, supportive and collaborative working environment
• Ongoing training, mentorship and certification opportunities
• Clear career progression within a growing technology business
• Exposure to the latest Microsoft, cloud, cyber security and telecommunications technologies

Future prospects:

This company is a firm advocate for apprenticeships and their talent strategy is based around home grown talent. There is permanent employment available with natural career progression to 2nd Line and beyond following successful completion of the apprenticeship.

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.