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IT Support Apprentice

QA Apprenticeships
Sheffield, South Yorkshire
£14,000 per annum.
Closing date
24 Dec 2023

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Technology, Unspecified
Role Type
Start Date

Job Details

Employer description:  
Here at One2Call, our mission is to get ‘technology on your side’, working for you, not against you. 
We work with a wide range of businesses, big or small, across all sectors. Including; Logistics, Manufacturing, Hotels, Restaurants, Care Homes, Legal, Charities and much more. Offering bespoke solutions that are tailor made for your business’ needs. This means we take the time to assess your business, to understand what it is your business needs to operate more effectively and safely in its current environment.

As an IT apprentice, you will be working towards fulfilling a 1st Line Support and Triage Engineer role, you will be part of a team responsible for answering customer support calls, chats, and new tickets within our support ecosystem. You will be required to work on 1st line tickets or escalate as required. 

You will be expected to provide feedback and assist the team leaders to ensure your individual and team SLAs and KPIs are exceeded. 

We would like you to join our talented team and contribute to our growing and ever evolving practice and be part of our success.

Key Responsibilities & Ethos:

  • Answer calls, web chats and independently assign existing tickets to yourself 
  • Triage tickets and categorise them in line with our process 
  • Keep within and exceed SLA targets 
  • Provide IT support to our customers remotely 
  • Liase with our customers 3rd party Software providers and our own suppliers to create and update upstream cases 
  • Monitor Wallboards and system Dashboards 
  • Provide regular and relevant updates to customers during the support process
  • Escalate and handover in a way that enables colleagues to effortlessly continue the support process 
  • Update tickets and documentation with a view to eliminating any repetition and making the information effortless to understand for a customer or colleague

You will also be requirec to attend monthly 1on1, Team and Company meetings while making contributions and feedback towards important systems and processes. 

What we are looking for: 
Personal: [you must be:] 

  • Punctual  
  • Able to work in a team 
  • Unafraid to ask for help 
  • Eager to learn 
  • Self-motivated 

Entry requirements: 

  • 3 GCSE's (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. 

£14,000 per annum.

8am - 4:30pm, Monday-Friday - 40hrs a week.

What to Expect:

  • To gain MSP Environment experience
  • Development on phone manner and experience in personal customer interactions/support
  • Work to gain regular positive customer feedback 
  • Development of documentation skills, allowing customers and colleagues to quickly and precisely understand the customer systems that we manage 
  • Learning how to triage and gather all surrounding and applicable data to allow issues to be solved according to our company values and KPIs 
  • Develop your passion for technology
  • Understand the efficient and effective use of ticketing systems and web chat
  • Build excellent team skills & communication skills
  • Build confidence and enthusiasm

Business Benefits: 

  • Free onsite parking with EV charging points 
  • Air-conditioned offices with shower facilities 
  • Increased Holiday Entitlement with Service 
  • Career progression with personal development plans 
  • Training opportunities 
  • An active formal and informal social calendar with team rewards 
  • Always real opportunities for progression for those that want to 
  • Long term employment 
  • Onsite gym

Future prospects:
90% of QA Apprentices secure permanent employment after finishing their apprenticeship. There is a strong possibility of gaining full time employment. 
Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 

Important information: 
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 
Apply now!


QA Apprenticeships is the first Ofsted 'Outstanding' rated IT apprenticeships provider, as well as 3-time consecutive winner of Apprenticeship Programme of the Year (2012, 2013 and 2014). According to Ofsted, we deliver "world-class" apprenticeship programmes with "exceptionally well qualified" staff. Most of our apprentices "deliver a high standard of work for their employers and exceed expectations, often finding better ways of working and reducing costs".

Why choose QA Apprenticeships?

  • The first IT apprenticeships business rated Ofsted Outstanding
  • 100% of QA apprentices have jobs from day one of their 12–14 month apprenticeship programmes
  • 94% of QA apprentices secure permanent employment after completing; this is 20% higher than the national average (National Apprenticeship Service 2012)
  • We have won the coveted Apprenticeship Programme of the Year award for three consecutive years at The Learning Awards 2012, 2013 & 2014
  • Leading apprenticeship partner for Microsoft, Oracle, HPE, Cisco and Association of Project Management


Company info
Rath House 55-65 Uxbridge Road

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