Technical Support Engineer Apprentice

Summary

You will have the opportunity to gain valuable skills, knowledge and experience as you complete a IT systems and Networking - Cloud Support Specialist - Level 3 Apprenticeship. Duties will include Provide 1st line email, phone, and remote support to our client base across the UK, Europe, Asia, and the US.

Annual wage

£17,000 a year

Minimum wage rates (opens in new tab)

£17,000 - £19,000 per annum

Training course

Information communications technician (level 3)

Hours

Days and shifts to be confirmed.

40 hours a week

Possible start date

Monday 23 December

Duration

1 year 4 months

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Travel to client sites in the UK to troubleshoot, configure, and implement various IT solutions and services.
Diagnose and resolve hardware issues, liaising with third-party vendors to ensure solutions.
Troubleshoot, diagnose, and fix Microsoft technologies (both cloud and on-premises) as well as third-party applications and systems.
Work closely with senior engineers to resolve complex issues and assist with project rollouts.
Be flexible with working hours to support clients across different time zones, including participation in an on-call rota.
Take a proactive approach to improving services and systems, identifying ways to deliver outstanding client support.
Support clients in maximizing system use by providing relevant training as needed.

Where you’ll work

Stanwell Road

Slough

Berkshire

SL3 9PF

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

QA LIMITED

Your training course

Information communications technician (level 3)

Equal to A level

Course contents

Interpret and prioritise internal or external customer's requirements in line with organisation's policy
Apply the appropriate tools and techniques to undertake fault finding and rectification
apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Manage and prioritise the allocated workload effectively making best use of time and resources
Complete documentation relevant to the task and escalate where appropriate
Install or undertake basic software upgrades,either physically or remotely
Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
Provide remote/F2F support to resolve customer requirements
Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Identify and scope the best solution informed by the system data associated with the task
Test and evaluate the system's performance and compliance with customer requirements.
Escalate non routine problems in line with procedures
Use basic scripting to execute the relevant tasks for example PowerShell, Linux
Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
Apply the necessary security, in line with access and/or encryption requirements
Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
Test and evaluate network environments
Monitor performance and usage of a network
Deploy applications on a network
Set up storage and data access for staff
Apply necessary security measures, in line with access requirements to a network
Carry out routine maintenance across network systems, ensuring organisational compliance
Monitor network-related workloads including DNS and firewalls
Install or undertake basic upgrades, either physically or remotely
Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
Interpret and prioritise internal or external customer's requirements in line with organisation's policy
Apply the appropriate tools and techniques to undertake fault finding and rectification
apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Manage and prioritise the allocated workload effectively making best use of time and resources
Complete documentation relevant to the task and escalate where appropriate
Install or undertake basic software upgrades,either physically or remotely
Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
Provide remote/F2F support to resolve customer requirements
Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Your training plan

Why choose our Azure Cloud Support Specialist apprenticeship?

The new Microsoft Azure Cloud Support Specialist Level 3 programme has been designed in partnership with Microsoft to build Azure cloud capabilities in your organisation.

This new Microsoft apprenticeship is part of QA's drive to support Microsoft’s Get On 2021 campaign, a five-year initiative to help 1.5 million people build careers in technology and help 300,000 connect to tech job opportunities.

QA’s Azure Cloud Support Specialist Level 3 apprenticeship programme enables the apprentice to:

Learn on-premise and cloud-enabled technologies and services
Learn technical content that aligns to and is relevant to employers and the market
Gain an Azure Fundamentals Qualification and a Microsoft 365 fundamentals qualification
Get an introduction to Windows, Linux and PowerShell

Tools and technologies learned: Learners will learn to use Microsoft Azure, Microsoft 365, Windows 10, AWS, Linux, PowerShell.

Requirements

Essential qualifications

GCSE or equivalent in:

3 of any subject (grade 4+ (A* - C))
Maths & English (grade 3+ (D or above))

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
Attention to detail
Customer care skills

About this company

My client is London based, plain speaking, friendly managed service provider with years of experience facilitating all aspects of IT infrastructure. My client expertise in understanding your requirements, designing and scoping solutions, supporting and monitoring them, enables us to meet your business objectives, needs and budgets.

Company benefits

Company Equipment, Travel Reimbursement, On-the-Job Experience, Paid Leave, Career Progression Opportunities, Mentorship Program & Professional Certifications and Training

After this apprenticeship

90% 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.

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