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1st/2nd Line Support Technician Apprentice - 72196 Stone Group Limited

Over nearly 3 decades, we have grown significantly, and our vision has grown. We are now looking for an eager candidate to join us as an Apprentice.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: today

Apprenticeship summary

  • Annual wage


  • Working week

    Days and shifts to be confirmed.

    Total hours per week: 37.00

  • Expected duration

    15 months

  • Possible start date

    25 Oct 2021

  • Date posted

    08 Apr 2021

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

Job purpose:

  • To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal
  • To be proactive and "own" calls residing on the Service Desk
  • To share knowledge and learn from the team
  • Provide technical support to customers with a managed service contract and support to 1st and 2nd line service desk technicians

Key accountabilities: 

  • To respond to reported incidents with given SLAs
  • Provide high levels of customer service and ensuring customer satisfaction throughout
  • Perform system health checks to pre-determined schedules and completing system reports
  • Support 1st and 2nd line support technicians and customers with such support requirements
  • Maintaining customer support documentation

Main responsibilities:

  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To consult on infrastructure problems and provide suitable networking solutions
  • To take ownership of user problems and be proactive when dealing with user issues
  • To troubleshoot and resolve 3rd line issues that 2nd line engineers have escalated, whilst maintaining an accurate task record in our helpdesk system
  • To assist 2nd line support technicians whilst maintaining accurate task records in service desk system
  • Proactively help resolve 1st, 2nd and 3rd line tickets where required
  • To participate in infrastructure design, installation, hardware refresh and other projects
  • Design network infrastructure solutions based on specification
  • Perform onsite wireless surveys
  • Review monitoring alerts to ensure clients system health is not compromised
  • Use diagnostic tools (hardware & software) and analysers to troubleshoot network performance issues
  • Configuring Stone’s hyper-converged virtualisation platform based on specification
  • Comply with Stone’s internal management systems, safety, and security policies
  • Undertake ad-hoc duties and responsibilities as necessary

Requirements and prospects

Desired skills

  • Excellent customer service (willing to go the extra mile)
  • Good time management skills
  • Good problem-solving and interpersonal skills
  • Excellent customer service and liaison skills

 Essential experience:

  • Microsoft Windows 7 & 10, Office 2013 onwards
  • Basic understanding of broadband connectivity and LAN networking
  • Knowledge of computer components

Personal qualities

  • Have an interest in learning about current, new, and future technologies to help the company, customers, themselves, and their team
  • Ability to pay attention in detail, multi-task effectively and meet deadlines in a fast-paced environment
  • Ability to work under pressure
  • Methodical with ability to organise and prioritise
  • Ability to work well individually and as part of a team
  • Self-motivated

Desired qualifications

GCSEs at grades C/4 or above (or equivalent) in maths and English.

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 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. 

About the employer

You’ll be working for a business that began in 1991, and since then, has assisted thousands of organisations in adapting and thriving in the continually changing technology landscape, through deploying valuable technology, delivering personalised services, and providing reliable IT support.

Over time we’ve built strong partnerships with globally recognised companies, including Microsoft, HP, Dynabook, Intel, Lenovo, Cisco Meraki, Blancco and Acer. Also being granted significant accreditations and been placed upon prestigious frameworks, as a result of our proven abilities and trusted offerings.

As well as this, we offer our own branded desktop, notebook, and other IT devices, manufactured at our Stafford HQ, where they have their own purpose built, fully secure ITAD and recycling facilities.

This dedication has enabled us to become the UK’s leading supplier of technology to education and the public sector, as well as being a highly regarded, dependable provider to private sector organisations.


Stone Group Limited


Granite One Hundred


ST18 9AA

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Training provider


Applications for this apprenticeship are being processed by QA Limited

Level 3 Infrastructure Technician apprenticeship standard, which includes:

  • Level 2 Functional Skills in maths and English if required
  • End-Point Assessment (EPA)

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

Infrastructure technician

Level 3 (A level)

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: today