IT Apprentice - 12867 RM PLC

We deliver a full Managed Service to a mix of new and existing schools. You'll support the delivery of Managed Services, predominately based at a school site, working alongside a school-based Customer Support Engineer and further technical resource based in the head offices.

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Closing date: 30 Nov 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    Monday-Friday, hours will be confirmed with the employer

    Total hours per week: 37.50

  • Apprenticeship duration

    15 months

  • Possible start date

    04 Dec 2017

  • Date posted

    12 Sep 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number


  • Positions

    2 available

Duties/ Responsibilities

  • To represent us on site in the nominated school, and to ensure that service delivery targets are achieved by:
  • Managing the networks, carrying out reactive and proactive tasks on site
  • Responding to and resolving system failures
  • Maintaining the swap stock and asset management
  • Delivering the ‘hot’ spares swap-out service
  • Working with the Customer Support Engineers, Network Administrators and Support Consultants

Duties include:

  • Provide telephone technical support to South Lanarkshire Council Establishments, providing advice and problem solving expertise on technical problems and queries
  • Problem resolution will be mainly through the use of remote tools such as NetOp or Centrastage - Providing support to site visits may also be required
  • Ensure systems are updated on a real time basis including detailed and accurate call notes 
  • Customer devices are primarily connected to our CC4 networks although there are some standalones - Ensure calls are progressed and closed in line with contracted service level agreements 
  • Escalate any issues on call progression or customer issues (Some equipment handling may be required)
  • Provide support for site visits to schools to resolve problems, which we are unable to address remotely (Equipment will require to be handled)
  • Participate in project work such as installations and software rollouts
  • Process Improvement – identify and deliver improvements in tools/processes to maximise efficiency and customer satisfaction

Requirements and prospects

Desired skills

Qualities / essential requirements

  • Ability to problem solve and think creatively
  • Ability to work effectively with personnel from different teams within the company
  • Good customer handling and inter-personal skills, including diagnostic questioning, and the ability to deal with difficult conflict situations
  • Ability to cope with change and adapt quickly to a new and developing type of service delivery
  • The ability to work proactively with good planning and organisation skills
  • Good verbal and written communication skills and ability to communicate with all levels of customer base
  • Target focused 
  • Good time management and punctuality
  • A flexible approach
  • A self-starter
  • Familiar with spreadsheet and word processing packages to enable the production of reports and records
  • Experience and Working knowledge of Connect networks and desktop PCs
  • Knowledge of Schoolshare and Windowbox would be an advantage
  • Experience in a telephone based support environment
  • Problem Solving Ability
  • Communication Skills
  • Customer focussed with excellent customer handling and inter personal skills
  • Disciplined and self-motivates and able to work alone as well as part of a team

Personal qualities

Someone with an enthusiastic and professional attitude and a commitment to learning new skills

Qualifications required

Desired Qualifications
Currently studying an ICT related qualification
3 x GCSE (or equivalent) at grades A-C in any subject plus GCSE English and Maths (or equivalents) at grade D or above

Future prospects

92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

Things to consider

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.”

About the employer

Employer Description We are a leading provider of technology for learning to schools, colleges and universities across the UK. Headquartered just outside Oxford, we deliver everything educational establishments need to deliver technology-enabled learning. We don't just sell our own products, we provide and help manage all the leading technology brands and have close relationships with all the major hardware, software and freeware providers. In addition, through our Education Resources companies, TTS and Spacekraft, we deliver high quality resources for Early Years, Primary and SEN settings. And if that wasn't enough, we also work with assessment bodies throughout the UK and internationally providing exam marking solutions. We provide a service to mostly mainstream Schools but will also cover several Special and PRU institutions.




Calverton School

King George Avenue


E16 3ET

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Training provider

Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.

Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider


Applications for this apprenticeship are being processed by QA Limited


0345 074 7825

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Closing date: 30 Nov 2017