IT Support Apprentice

QA Ltd
£17804 per year
09 Nov 2017
02 Jan 2018
Contract Type
Full Time

Employer Description

As an employee, you will experience a fast-paced environment, where innovation and high performance is rewarded and collaboration with a supportive wider team is a reality. We are dedicated to developing our people, offering numerous opportunities for training and involvement in social enterprise, as well as day-to-day experience of the technologies we provide to our customers. Our technology enables our modern working practises: work from remote locations, regional offices or our UK headquarters in Central London.

Job Description

Have you got a passion for technology? Ready to take your hobby to the next level?

We are currently looking for a passionate and energetic individual for a role within our growing IT team.

Interested candidates should be interested in pursuing a career in IT and be eager to take their technology knowledge to the next level. We are offering a fantastic opportunity for the right candidate with an excellent starting salary and great scope for progression within the business.

As a member of the SOHO Support department, you will be responsible for taking customer service calls and providing technical support to the SOHO customer base.

This is a busy department where customer care and issue ownership is paramount. This role centres on owning and resolving customer queries to a high standard.


  • You will also be expected to identify upsell and cross-sell opportunities when speaking to our customers
  • Answering inbound customer service and technical support queries
  • Delivering high levels of customer care at all times
  • Providing effective troubleshooting advice and solving technical problems over the telephone and via Email
  • Building an excellent relationship with the customer
  • Identifying sales opportunities and depending on the size of the deal, either processing the sale or passing to the Sales Team as a lead
  • Taking ownership of, and understanding client's needs
  • Where possible, delivering first touch case resolution
  • Escalation of issues to appropriate areas in the business

Desired Requirements/Qualities


  • Excellent customer service skills including communication, both written and verbal
  • Excellent commercial acumen
  • Good confident telephone manner, always operating in a proactive and helpful manner
  • Ability to work using own initiative
  • Good team player
  • Proven ability to identify sales opportunities and ultimately selling services to customers
  • Ability to work under pressure
  • Good organizational skills
  • Ability to take ownership of complex client issues and pursue them through until resolution
  • A good working knowledge of the most common Windows and Apple Operating Systems
  • Good working knowledge of ADSL, FTTC and FTTP technologies and how to troubleshoot problems that may occur with them
  • Working knowledge of TCP/IP and internet protocols such as POP, SMTP, IMAP, and HTTP/S
  • Working knowledge of Microsoft Office based products such as Outlook/Outlook Express


  • Some knowledge of Unix/Linux
  • Qualifications in Information Technology
  • Working Knowledge of Office 365

Desired Qualifications

3 x GCSE (or equivalent) at grades A-C in any subject plus GCSE English and Maths (or equivalents) at grade D or above

Working week

37.5hrs per week

Important Information

"QA's Apprenticeship programmes may be funded in part by the European Union through the European Social Fund, which supports the development of employment opportunities and a skilled workforce."

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