IT 1st Line Support Apprentice

This vacancy is now closed


Employer description:

This is an exciting opportunity to start a prosperous and fulfilling career in the IT industry. Integral IT is a fast-growing MSP (Managed Service Provider) based in Knaresborough, near Harrogate. We are seeking apprentices to start with our company.

Job overview:

As the 1st/2nd Line Support you'll be:

  • The first point of contact for all customer support issues.
  • Supporting customers with their PC and server problems using
    1. Telephone support
    2. Remote Control

Primary duties include:

  • Monitor and maintain Microsoft Windows servers using remote control and automated monitoring software
  • Manage cloud services for clients
  • Monitor and maintain internal networks and servers
  • Escalate issues to third party support as required
  • Quote and implement small IT projects
  • Purchase, install and configure new hardware and software for customers
  • Provide excellent customer service for our customers

Additionally, due to the size of the business, all members of staff are expected to contribute to all aspects of company life as required

What you will learn on the job

The 1st/2nd line support person will learn to understand the IT technologies listed below in order to perform well in their role. 

A complete understanding of all these technologies is not immediately required but the successful candidate will be expected to develop relevant knowledge through on the job training and experience. 

The successful candidate will have good knowledge of all items below:

  • Networking
    1. TCP/IP
    2. DNS
    3. DHCP
    4. Wireless
  • Server Software
    1. Windows Server 2012, 2016, 2019
    2. DNS/DHCP Management
    3. Active Directory
    4. Remote Access
    5. Terminal Services
  • Client Software
    1. Windows 10
    2. Microsoft Office
    3. Remote Desktop
  • Cloud Services
    1. Microsoft 365

Skills and Competencies:

The successful candidate will be able to demonstrate the following skills:

  • Excellent verbal and written communication skills (required for communication with customers and documenting procedures and support activity)
  • Excellent analytical and problem solving skills. (required for analysing and fixing support problems)
  • Good research and analysis skills (required for analysing and re-implementing existing solutions available on the internet)
  • Time management skills and the ability to work to tight deadlines under pressure
  • Ability to work autonomously and as part of a team

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:

5 days per week


£9,600 per annum

Future prospects:

On completion of the Apprenticeship, the individual could secure a full-time position as a first or second-line engineer with Smart IT, with a competitive salary, industry-recognised qualifications, and great prospects.

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.