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IT Support Technician - Level 3 Apprentice

QA Ltd
LS11 5DD, Leeds
£15,000 - £22,000 per annum --- [depending on experience].
Closing date
13 Nov 2021

View more

Technology, Telecommunications
Role Type
Apprenticeship, Advanced
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Employer description:

The Civica Group is an international software business focused on the public sector supporting more than 3,000 major customers in ten countries. It is a privately owned group of companies headquartered in London, UK, and with regional head offices in Australia, Singapore and North America.


You're role will be to provide Operational 2nd line support to Civica Assessment customer contracts including advice and guidance, technical analysis, troubleshooting and resolution of incidents.

There currently 2 positions available, successful candidates can expect salaries ranging from - £15,000 - £22,000 per annum [depending on experience].  

Principal responsibilities and tasks:

  • Maintain a high degree of customer service for all 2nd line support queries and adhere to all service management principles
  • Troubleshoot and resolve 2nd line issues that 1st line analysts have escalated, whilst maintaining regular customer updates on the helpdesk system
  • Take ownership of user problems and be proactive when dealing with user issues
  • Proactively work with the wider operations team to help with the resolution of tickets, where required
  • Build relationships with 3rd party suppliers to assist with the resolution of tickets
  • Review monitoring alerts and take action, where necessary
  • Undertake ad hoc duties and responsibilities as necessary

Essential competencies:

  • Excellent customer service (willing to go the extra mile)
  • Good communication skills
  • Ability to build strong relationships with customers and suppliers
  • An interest in learning about current, new and future technologies
  • A passion to learn about new assessment products and solutions
  • Methodical thinker with the ability to organise and prioritise
  • Keen eye for detail
  • Hardworking team player with the ability to work well individually and as part of a team
  • Good written English skills

Preferred skills:

  • Awareness of hosting platforms, including MS Azure, AWS.
  • Knowledge of the Assessment Industry
  • Knowledge of Assessment products and services
  • Understanding of the SaaS model
  • Ability to understand impact and urgency and how these are applied to customer SLA’s
  • Problem solving skills

Entry requirements:

You need to have 5 GCSE’s:

  • Maths and English (or equivalents) at grades D or above
  • 3x GCSE’s grade A-C in any other subject

You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship.

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. 

Find out more here:

Working week:

40hrs a week.

PLEASE NOTE - Some out of hours work will be required when needed.


  • 25 days per year
  • Private health care
  • Cycle to work scheme

Plus more.

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

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