IT Support Apprentice - QA : Job Details

Employer description: We are an award-winning managed IT services and support provider. We specialise in providing end-to-end solutions for a large portfolio of customers.

Based in the West End of London and Harrow, Middlesex, we have been growing since being established in 2001 fuelled by our commitment to innovation and exceptional customer service.

Location:Neptune House, Unit B1A, Neptune Road, Harrow, Middlesex, HA1 4HX

Overview:We are now looking for an eager candidate to join us as an apprentice.

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

You will work with public and private cloud services, large enterprise wired and wireless network infrastructures through to end user troubleshooting. 

The role will include working with customer site champions to carry out initial triage, as well as ensuring consistent, accurate and timely updates to tickets.

Salary: £20,000 - £22,000 per annum. [could increase up-to £25,000, dependent on experience]

Main role / Responsibilities: Your day-to-day role will consist of the following responsibilities: [which may differ depending on experience and day-to-day requirements] 

• Prioritise and resolve incidents escalated by customer service or raised directly by customers into network operations
• Utilise monitoring systems to proactively identify and resolve potential issues
• Conduct a thorough first line technical analysis of incidents including collection and analysing of relevant diagnostics
• Use management platforms and system tools to aid clear logical substantiated analysis of incidents
• Ensure detailed handover to next shift of all open issues and planned maintenance
• Add, remove, configure network devices, updating the monitoring system and documentation.
• Complete infrastructure documentation and knowledge base development to improve team knowledge and troubleshooting
• You will deliver all set targets to contribute to a successful business function in line with the strategic objectives

What we are looking for:Essential:

• Previous IT related work experience

Desired skills:

• Identify and assess customers’ needs to achieving and exceeding customer satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Handle customer queries, provide appropriate solutions and alternatives within the expected time frame and follow up to ensure resolution

Personal qualities:We are looking for someone that has:

• The ability to work individually and as part of a team, potentially covering extending working hours
• Desire to learn new technologies, develop advanced networking skills and share them across the team
• Strong desire and knowledge to work within an Internet Service Provider industry and in a close-knit team
• Excellent verbal and written communication skills

Entry requirements:

• 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. 

For more information, please visit the UK ENIC website.

Company benefits:

• Casual dress code
• Friendly atmosphere
• Regular staff lunches (paid for by Company)
• Holiday entitlements
• Company Pension

Future prospects:The right apprentice will have a chance to gain a full-time job and the opportunity to mould their own career with guidance from an experienced and knowledgeable team.

Important information: Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. Apply now!