IT 1st Line Support Level 3 Apprenticeship 2026 - Leap IT

Responsibilities

• Take all incoming support calls (Support Queue), 3CX will ring agents with the lowest call count first to ensure call answering is balanced
• Log tickets for each call and record all time spent on issues within the ticket (ensure the correct contract is selected for each ticket)
• Provide daily updates to clients on any issues raised that are not fixed on first contact (unless otherwise agreed with the client)
• Monitor your Task Board daily
• Escalate to Second Line when necessary
• Attend weekly helpdesk meeting

Required skills

• Windows Server inc. Hyper V, AD, DHCP, DNS
• Strong PC experience Windows/OSX
• Router/Switch/Firewall Configuration
• Good hardware knowledge
• Excellent IP and TCP/IP knowledge preferably to Network+/CompTIA
• Excellent and patient telephone manner
• Excellent troubleshooting technique

Entry requirements

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
• You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
• 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.

Working hours

40 hours per week

Benefits

• 33 days holiday (including bank holidays)
• 24/7 counselling support and financial advice helpline
• Work from home – hybrid
• Free fruit, coffee, tea and snacks
• Company socials

Future prospects

• 90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

How to apply

To apply for this role and to find out more, please click on the apply button. Please note that applications may close before the application deadline, so apply early to avoid disappointment.