IT Level 3 Apprentice - Advanced (Level 3)

Alacer Software Ltd (Employer)

QA Apprenticeships (Training Provider)

Annual wage £12,000.00
37.5 hours per week Monday to Friday, 9am - 5.30pm.
15 months (duration)
20 December 2021(start date)
Information communications technician (apprenticeship standard)
2 positions available
14 December 2021 (application closing date)
Register interest

Job Description

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.


Main responsibilities: 

  • Demonstrate excellent customer service and call handling skills to effectively manage customer expectations and provide clear communication at all times.
  • Implement and deliver against SLA’s for Alacer helpdesk service response.
  • Maintain a world class support process, driven by agreed SLA’s, company culture (with the customer at the heart of the process) and driven and supported by Alacer’s in house support system.
  • Manage customer case escalations to other Alacer colleagues, keeping the customer informed on progress at every stage.
  • Engage in the Alacer ‘continuous improvement’ process alongside wider company initiatives to ensure the support process evolves to meet the changing needs of the business and customer base.
  • Implement agreed standards and protocols for correctly handling, recording, resolving and if necessary, routing and managing support cases logged by customers, ensuring that customer responses are sent to the highest standard and in a timely fashion.
  • Join the Alacer out of hours ‘on-call’ support rota (when sufficient experience has been gained).
  • Liaise with development, engineering and training teams for daily support ‘surgeries’ to escalate and seek assistance on outstanding support cases requiring their intervention.
  • Ensure that all customer records and documentation are maintained and updated as necessary.
  • Ensure any potential enquiries for additional software modules, training and hardware are properly recorded and passed to the sales, training and engineering teams for follow up.
  • Take part in the internal software beta testing program to ensure familiarity with forthcoming releases and that any bugs found are properly recorded and fed back into the development process. 

Future Prospects

Possibility of full-time education.

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

  • A positive outlook, and a clear focus on service excellence within a good ‘people’ culture
  • An enquiring disposition and drive for continuous learning, personal development and knowledge sharing
  • A natural forward planner with excellent organisation skills and proven time management
  • Mature, credible, reliable, tolerant and determined
  • Approachable and able to build rapport and diffuse emotion / tension when dealing with important accounts and contacts at all levels of customer organisations
  • Empathic communicator, able to see things from the other person's point of view and focus on the best end result for all concerned

Qualities Required

  • Logical, methodical problem solver
  • Driven to help others and gains satisfaction from doing so
  • Professional and business-like
  • Able to get on with others, an effective team-player
  • Confident enough to ask for assistance when required, but rigorous enough to consult available resources first 

Qualifications Required

Entry requirements:

You need to have 5 GCSE’s:

  • Maths and English (or equivalents) at grades D or above
  • 3x GCSE’s grade A-C in any other subject

You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship.

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:

Training Provided

  • Level 3 Infrastructure Technician Apprenticeship Standard
  • Functional Skills in maths and English if required

Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.

Register interest