IT Support Technician Apprentice

West Yorkshire

This vacancy is now closed


Employer description: 

Cosurica are a Bradford based IT Support and Consultancy business. We focus on understanding your business, helping you avoid problems with compatibility, compliance, security and storage capacity; making IT really work for you. 

  • Our mission – To maximise the opportunities and benefits that technology presents by managing complexity, delivering simplicity and supporting people to achieve their goals. 
  • Our vision – To define the gold standard for quality IT support by remaining true to our core company values. 
  • Integrity - In everything we do, we are committed to honesty, transparency and fairness. 
  • Collaboration - We work with our customers, our suppliers and our customers’ suppliers to achieve outstanding results. 
  • Understanding - We listen first, appreciate our customers’ needs and tailor our response accordingly. 
  • Responsibility - We take ownership of our customers’ problems and work diligently to provide a resolution. 


The number one goal for everyone at Cosurica is to make our customers exceptionally happy. 

The Apprentice Business Support Technician plays an important communication focused role, by processing the support requests that come in from our customers, via phone and email, turning these requests into Helpdesk Cases (AKA support tickets). 

This is a training role, contributing to delivery of quality communication, technical support and implementation services to our customers. We focus on supporting our customers in making the best use of technology in their business, in particular (but not limited to) Microsoft products and services. 

Our Apprentice Business Support Technicians are often the first to touch a new Helpdesk Case, making sure issues are handled quickly and customers are kept updated. Apprentices are supported by the more experienced members of our Support Team. 

Key responsibilities: 

As part of your initial training, you will be required to develop your skills to: 

  • Provide Basic Technical Support and other IT- related services 
  • Communicate and liaise with customers as ‘First Point of Contact’ 
  • Record and Monitor incidents, problems and change requests reported by customers 
  • Develop & maintain good relationships with our customers and colleagues 
  • Communicate effectively with colleagues, hardware & software suppliers, partner support providers, and those of our customers 
  • Develop a solid understanding of the basics of Cyber Security best practice 

Here’s some of the other primary duties of the role: 

  • Delight our customers with a friendly, quick and helpful experience 
  • Turn communications received from customers into Helpdesk Cases (support tickets) and refer new opportunities arising to the Sales Team 
  • Work on and resolve Helpdesk Cases & Service Requests 
  • Document in detail what is done on every Helpdesk Case 
  • Make sure that customer documentation is well maintained 
  • Split cases involving multiple issues into separate cases as appropriate
  • Carry out remote troubleshooting 
  • Make sure that cases don’t go “stale” throughout the process 
  • Escalate cases which require more experienced support
  • Follow the schedule provided by the Support Team Supervisor 
  • Learn to use the most appropriate form of communication for a particular scenario and choose the right form at the right time, to ensure customers are always kept informed of progress. 
  • Follow our Standard Operating Procedures (SOPs) 
  • Record time spent on each case or project and submit Expense reports as per our SOP’s 
  • Follow all our Security Procedures and keep a vigilant watch for security issues 

Requirements of the job / Skills and qualities we are looking for: 

  • A love of challenges and ability to solve problems
  • Great communication skills, inc. active listening
  • The ability to type quickly and accurately while talking on the phone (headset provided)
  • A deep desire to deliver an amazing Customer Experience
  • A good base of knowledge of IT Applications, Software & Hardware and the strong desire to keep on learning
  • The ability to communicate clearly with both technical and non-technical people (in English, since 99% of our customers are UK-based, but if you speak other languages too it can come in handy)

You must also be willing and able to: 

  • Act with respect and professionalism at all times 
  • Maintain your personal motivation and commitment to keep abreast of rapid technology developments and acquire knowledge and skills in line with the business requirements of the company 
  • From time to time, you may also be required to undertake other tasks commensurate with the nature of the role 

In accordance with Cosurica’s business needs the following criteria also apply to this post: 

  • Working additional hours will be required from time to time (Time off in lieu, or paid overtime) 
  • Working on customer sites 
  • Working varied or regular shift patterns 

Entry requirements:

The entry requirements for this Azure Cloud Support Specialist programme are as follows:

  • 3 GCSE’s (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. 

Find out more here:


£14,000 per annum. 


  • A fast-paced and varied environment (we all enjoy what we do, making the most of our different skillsets, pulling together as a team and delivering great results for our customers) 
  • A proactive approach to ongoing training to help you develop life-long skills. 
  • The opportunity to work in a pleasant location with good public transport links.  
  • There’s a great cafe, various lunch takeaways and even a gym just round the corner, a park and open countryside within a minute’s walk, an interesting & wide variety of independent food & gift shops, galleries & cafes in nearby Haworth, yet we’re only a short bus ride from Keighley town centre with great rail & bus links to Leeds, Bradford, Skipton and beyond
  • Free parking on-site, if you drive and have your own transport
  • Free shower and changing facilities, if you fancy cycling to work or going for a countryside run at lunchtime
  • A powered ‘Sit-Stand’ desk with a comfy & supportive office chair and premium brand technology to work on
  • We're a real Living Wage Employer, so everyone here gets fair pay based on their effort, attitude, skills and qualifications.
  • A generous holiday allowance 

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. 

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.