1st/2nd Line Support Technician Apprentice


This vacancy is now closed


Employer description: 

Founded in 1988, Coyle Personnel is one of the UK's top privately-owned recruitment agencies. Having started recruiting workers for the construction industry, Coyle now operate in multiple sectors, including rail, healthcare, technology, education, and more. 

Due to rapid growth, we now have a requirement for self-driven and highly motivated person(s) to come in and build on their expertise in the support sector and complement the existing team. 


You will have the opportunity to gain valuable skills and experience as you complete a IT Azure Cloud Support Specialist - Level 3 Apprenticeship. 

The 1st Line Support Engineer will be responsible for assisting the Head of IT and the other members of the IT Team, in delivering a high level of support to the networked and roaming associates of Coyle Personnel Ltd and all associated companies. 

Key Responsibilities:

  • Being the first point of contact for customers seeking technical assistance over the phone, email or in person
  • Provide support for client networks and applications across the UK
  • Provide remote and telephone support for client networks and applications
  • Qualifying and documenting the problems raised by customers on the Helpdesk System
  • Responsible for handling support of service requests which relate to all technology including; workstations, printers, user accounts and basic network trouble shooting
  • Escalation of more complex calls to the relevant support team member
  • Installation, configuration and deployment of new and existing hardware in line with defined procedures
  • Setting up new users and ensure they have the correct authorisation for accessing systems in line with define procedures 

What we are looking for: 

Knowledge and Expertise:

  • Strong communication and customer service skills - Essential
  • Ability to quickly learn new applications and technologies - Essential
  • A good understanding of PC hardware
  • A good understanding of basic networking & routing – desirable, but not essential

Personal Characteristics:

  • You excel under pressure and remain positive and productive
  • Strong attention to details
  • Interested and able to work efficiently in different IT systems
  • Excellent written, oral communication and customer service skills
  • Time management – is proficient in planning, organising, and managing their workload to maximise their efficiency 
  • Active Listening - identifies the key elements of others’ communications and gathers further relevant information through effective questioning, listening, and summarising 
  • Detail Handling - pays attention to detail and accuracy, ensures that activities and tasks are handled correctly and completed on time 

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: 



  • Family-owned business means decisions are made quickly and everyone matters
  • Structured and clear pre-defined career paths and quick progression
  • Strong team dynamic that promotes an energetic and productive environment
  • Dressed down Fridays
  • Competitive salary
  • Regular social gatherings & team events
  • Pension scheme 

Future Prospects: 

  • Clear progression channels
  • Chance to continue higher level apprenticeships
  • Salary reviews 

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.