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Level 3 Infrastructure Technician Apprentice, Southampton



qa apprenticeships


Southampton, United Kingdom 

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Job Details: Overall Objective: Our client is seeking an apprentice to assist their customers with finding solutions to any problem or question that they ask of the department. When a customer is having a bad day, it will be your job to make that day better and to leave the customer thinking that you have made a difference. Key responsibilities: Incident Management: Receive and log all calls and emails from all customers and record all pertinent information Provide initial assessment of categorisation and prioritisation for all incidents Ensure incidents are assigned and escalated where necessary to the relevant teams Provide regular communication to customers concerning the status of incidents Maintain ownership of incidents ensuring status updates and resolution according to KPI's Proactively manage all individual and team assigned incidents and new requests Maintaining telephones and troubleshooting basic telephony (Swyx) issues Working with supplier support contacts to resolve complex technical issues Troubleshooting operating System, Hardware & Application issues on any desktop device Resolving technical issues, updating Status/Workaround/Resolution within our Service Desk system Request Fulfilment: Creating and maintaining user accounts throughout various IT systems including AD user accounts Managing shared drives, user access and permissions Communicating with customers about the status of incidents and requests and updating our ITSM Support Tool in a timely manner with accurate information Challenges: Workload balancing (during time of high-volume support) Problem solving with Suppliers and Customer Achieving Weekly Department KPIs Maintaining and growing technical knowledge related to the role Desired skills, knowledge and experience: PC technology experience, including Windows OS and MS Office (W7 or newer) Experience of Mobile Devices and Technologies Personal qualities: Excellent team player Customer focused Self-motivated Positive attitude Prioritisation of workload / Time Management Excellent customer facing and collaborative skills Strong analytical and technical skills balanced with effective communication skills with all levels of technical and managerial staff Desired qualifications: 3 GCSE’s (or equivalent) at grades A-C in anysubject GCSE Maths and English (or equivalents) atgrades D or above Future prospects: 92% of QA apprentices secure permanent employment after completing; this is 20% higher than the national average. This programme opens the door for opportunities including: Desktop Support Engineer First and Second Line Helpdesk Support Technical Support Analyst Infrastructure Technician Salary will be reviewed and increased 20 days paid leave plus 8 Bank Holidays / Statutory sick pay / Performance is monitored via monthly 1-2-1 reviews which will impact salary 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. Shortcode: 1211-0001-00020619 Programme: IT systems and networking Town: Southampton Salary: £174.00 per week Closing date: 11 Mar 2021
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