1st Line Support Apprentice - 20209 - Advanced (Level 3)

Exigo Technologies Limited (Employer)

QA Apprenticeships (Training Provider)

Annual wage £12,000.00
37.5 hours per week Monday - Friday, 9am - 5:30pm.
15 months (duration)
26 October 2020(start date)
Infrastructure technician (apprenticeship standard)
Digital (route)
9 October 2020 (application closing date)
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Job Description

A fantastic opportunity has arisen for First Line Support Apprentices in Watford. This is a great chance to earn money while you learn in a government funded apprenticeship! The successful candidate will complete a Level 3 Infrastructure Technician Apprenticeship.


Purpose of the job: 

  • To work as part of the support team, providing telephone and remote support to our varied customer base
  • To provide the highest quality of service to our clients

Main tasks and responsibilities will include:

  • Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress
  • Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards
  • Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA)
  • Produce monthly reports for our clients and the service delivery team to review all supplied services
  • Monitor alerting systems and respond to alerts in a timely manner
  • Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible
  • Resolution and fulfilment of Incident and Service Request within the Service Levels agreed
  • Liaising with third party suppliers where necessary, logging tickets as required and acting as a central point of contact
  • Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager
  • Administration of various in-house software including account creations etc.
  • Work within the IT Operating Model, following defined IT processes and procedures
  • Ensure a high level of customer service is delivered
  • Log and assign tickets and monitor workloads for the other Service Desk team members
  • Upon management request you should be willing to perform duties outside normal business hours, e.g. on-call service or overtime

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.

Reality Check

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. 

Skills Required

  • Autonomy; Works under routine direction. Uses minor discretion in resolving problems or enquiries. Works without frequent reference to others
  • Influence; Interacts with and may influence immediate colleagues. May have some external contact with customers, suppliers and partners. May have more influence in own domain
  • Complexity; Performs a range of varied work activities in a variety of structured environments. Contributes to routine problem resolution
  • Experience in supporting and using Windows 7 / 8 /10, MS Office
  • Excellent customer service skills

Business Skills include:

  • Understands and uses appropriate methods, tools and applications
  • Demonstrates a rational and organised approach to work
  • Is aware of health and safety issues.
  • Identifies and negotiates own development opportunities
  • Has a sufficient communication skill for effective dialogue with customers, suppliers and partners.
  • Is able to work in a team.
  • Can plan, schedule and monitor own work within short time horizons.
  • Absorbs technical information when it is presented systematically and applies it effectively

Qualities Required

Other desired qualities, certifications and experience:

  • Highly motivated, flexible and committed attitude toward service delivery
  • Drive, energy and initiative
  • Professional approach
  • Wiliness to learn and develop your technology skills

Qualifications Required

At least five GCSEs at grades C/4 or above (or equivalent) including maths, English and either IT or a science.

Training Provided

Level 3 Infrastructure Technician apprenticeship standard, which includes:

  • Level 2 Functional Skills in maths and English if required
  • End-Point Assessment (EPA)
  • BCS Award in Coding and Logic
  • BCS Award in Business Processes
  • Microsoft Technology Associate Networking Fundamentals
  • BCS Award in Mobile and Operating Systems
  • BCS Award in Cloud Services
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