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1st Line Support Apprentice – London (WC2B) – 16278

  • Location: London
  • Salary: 12001.6
  • Level: 1
11/09/2018 QA integration London WC2B 6QX

1st Line Support Apprentice – London (WC2B) – 16278

  • Sector: i t telecoms
  • Location: London
  • Salary: 12001.6
  • Level: 1
1st Line Support Apprentice  – London (WC2B) – 16278
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Employer description

We are a central London IT, telephony and internet provider.

Job overview / purpose

We are looking for a full-time 1st Line Support Engineer to share their time 50/50 between Prime’s busy Central London helpdesk and ThirdWay’s fast-paced, creative office on Old Street.

This is a unique opportunity to train with Prime Networks and assist a range of clients with their technical issues, but also to offer dedicated onsite support to one of Prime’s own service users.

Key responsibilities

  • Log and resolve technical incidents
  • Ensure SLA targets achieved & working to reduce SLA target times
  • Report on progress of incidents and update relevant service management tools
  • Ensure relevant technical documentation is appropriately maintained and available
  • Give general day to day support
  • Provide a single point of contact for end user support using all contact mediums
  • Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
  • Establish a quality working relationship with end users
  • Understand and operate the escalation procedures

Desired qualities

  • Team player
  • Enthusiastic
  • Good knowledge of Microsoft Office packages, troubleshooting malware and virus’
  • Good communication and time keeping skills are essential

Desired 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.

Working week

5 days per week,

40hrs per week,

Monday to Friday,

9am-6pm [average week, will be confirmed with the employer]


£12,000 per annum

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.

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