IT Support Apprentice

QA Limited; Metropolitan Borough of Solihull; Hybrid; GBP 8,000 - 10,000; Full time

Benefits offered by this job

33 days holiday

24/7 counselling support

Work from home – hybrid

Job summary

QA Limited in Solihull invites you to start an IT Support apprenticeship with Leap IT. You will take incoming support calls, log tickets, record time spent on issues, and provide daily updates to clients. You will monitor the task board, escalate when needed, and attend weekly helpdesk meetings.

entry requirements include GCSEs and basic IT knowledge; the programme supports hybrid working hours and provides career progression into permanent roles within QA and the IT services sector.

Qualifications

• 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.

Responsibilities

• Take all incoming support calls; log tickets and track time on issues.
• Provide daily updates to clients on unresolved issues after first contact.
• Monitor the Task Board daily and escalate to second line when needed.
• Attend weekly helpdesk meetings and contribute to issue resolution.

Skills

Windows Server

PC experience (Windows/OSX)

Router/Switch/Firewall

IP/TCP knowledge

Troubleshooting

Phone etiquette

Education

GCSEs 4+

GCSE Maths & English 3+

No higher qualification in similar subject

Job description

Start your IT Support career with Leap IT!

You will be responsible for:

• Take all incoming support calls (Support Queue), 3CX will ring agents with the lowest call count first to ensure call answering is balanced

• Log tickets for each call and record all time spent on issues within the ticket (Ensure the correct contract is selected for each ticket)

• Provide daily updates to clients on any issues raised that are not fixed on first contact (unless otherwise agreed with the client)

• Monitor your Task Board daily

• Escalate to second line when necessary

• Attend weekly helpdesk meeting

Desirable skills:

• Windows Server inc. Hyper V, AD, DHCP, DNS

• Strong PC experience Windows/OSX

• Router/Switch/Firewall Configuration

• Good hardware knowledge

• Excellent IP and TCP/IP Knowledge preferably to Network+/CompTIA

• Excellent and patient telephone manner

• Excellent troubleshooting technique

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 hours:

Monday to Friday, 8:30am - 5:30pm

Benefits:

• 33 days holiday (including bank holidays)

• 24/7 counselling support and financial advice helpline

• Work from home – hybrid

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.