IT Apprentice
To act as the first point of IT support contact for customers. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set Company Service Level Agreements.
Role
- Provide a professional and personal first point of contact to all customers
- Provide proactive first line IT Support to all customers
- Ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask
- Proactively contact and chase customers until a resolution has been achieved or the issue is escalated
- Deliver exceptional Customer Service striving to achieve first time resolution
- Escalate relevant and more complex work to the more experienced Service Desk Technicians after initial assessment and within a relevant timescale
- Proactively manage all personal workloads, ensuring all tickets are worked within the set Service Level Agreements
- Achieve the set Service Desk KPIs and Service Level Agreements
- Adhere to all Service Desk technical processes and guidelines as well as company processes and standards as per the handbook
- Undertake maintenance tasks for monitored systems
- Prepare customer hardware or software ready for project delivery
- Ensure the Autotask system is fully updated with all activity, including notes, to-dos, and knowledge bank information
Training
Why choose our AWS Cloud Support Specialist Level 3 programme?
The AWS Cloud Support Specialist apprenticeship allows you to recruit fresh cloud talent or upskill your existing workforce to become work-ready first-line IT support, specialising in AWS and cloud management. An AWS Cloud Support Specialist’s role is desk-based and revolves around system user queries and resolving faults in a helpdesk environment. AWS Cloud Support Specialists are expected to rectify or escalate faults swiftly, to mitigate internal and external impact.
The AWS Cloud Support Specialist Level 3 apprenticeship enables the apprentice to:
- Understand how to carry out a methodical approach to problem-solving
- Become aware of the key organisational, cultural and health and safety considerations required by AWS Cloud Support Specialists
- Comprehend core networking principles, including network addressing, Cloud, Virtualisation and Security
- Gain a fundamental understanding of operating system concepts in cloud-based environments
- Grasp the concept of cloud-enabled systems, secure integration, disaster recovery, principles of test plans and automation tools
Tools and technologies learned: Learners will learn to use AWS.
Increasing to 22k if you successfully pass IT apprenticeship, along with career progression.
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- QA LIMITED
- Working Week
- Monday to Friday 9.00am - 5.00pm.
- Expected Duration
- 1 Year 5 Months
- Positions Available
- 4
- Closing Date
- Wednesday, 30th September 2026
- Start Date
- Wednesday, 7th October 2026
Desired Skills
- Communication skills
- IT skills
- Organisation skills
- Customer care skills
- Team working
Qualifications
- 3 GCSEs (or equivalent) in any subject GCSE, grade 4+ (A-C) (Desired)
- Maths and English (or equivalents) GCSE, grade 3+ (D or above) (Desired)