IT Support Apprentice - First Line Incident Management

QA; England; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

Trips abroad

Staff nights out

Breakfast

Job summary

QA is offering an ICT Level 3 Apprentice role in the UK, designed for candidates starting their IT and telecommunications careers. You will be the first point of contact for customers, learning to diagnose, resolve, and escalate technical issues while delivering a professional service.

37.5 hours per week with full training and development included. This entry-level role focuses on gaining hands-on experience in incident management, IT support, and customer service within a growing provider.

Qualifications

• 3 GCSEs (or equivalent) at grades 4+ 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.

Responsibilities

• Acting as first-line support for incidents via phone, email, and ticketing systems.
• Logging, categorising, and prioritising incidents accurately.
• Providing basic technical support for IT systems, hardware, networking, and voice services.
• Troubleshooting issues using knowledge bases and guidance from senior engineers.
• Escalating unresolved incidents to higher support levels when required.
• Communicating progress clearly to customers and keeping ticket notes up to date.
• Maintaining documentation and supporting general IT tasks as required.

Skills

Strong communication

Willingness to learn

Problem solving

Basic IT knowledge

No prior IT experience required

Education

3 GCSEs 4+ (any subjects)

Maths and English GCSEs 3+ (D or above)

Tools

Ticketing systems

Windows OS

Networking basics hardware

Job description

QA is offering an ICT Level 3 Apprentice role in the UK, designed for candidates starting their IT and telecommunications careers. You will be the first point of contact for customers, learning to diagnose, resolve, and escalate technical issues while delivering a professional service.

37.5 hours per week with full training and development included. This entry-level role focuses on gaining hands-on experience in incident management, IT support, and customer service within a growing provider.