In addition, they are responsible for quickly resolving end-user issues and monitoring the performance of client hardware (PC/Laptops) to ensure a compliant build package.
The IT Operations Support Apprentice will work very closely with Cambridge Networks colleagues, supporting the wider HUBER+SUHNER IT organisation in Poland and Switzerland, and sharing knowledge to improve, develop, and respond to onsite user 1st line support, monitoring system stability and performance.
Main tasks / duties:
- Providing direct user 1st level support by handling help desk or service desk escalations (TicketXpert, ITIL)
- Providing PC support, set up new user and new equipment
- Equipment replacement or repair if the problem is related to the end user’s hardware or software
- Desktop sanitation and standard build deployment
- Managing a “pool” of equipment
- Determine areas for improvement or repair and when systems or clients are due for upgrades
- Directly support end users and to assist with IT department upgrades
- Dealing with incoming faults in a professional, courteous manner with direct contact and via TicketXpert
- Taking ownership of faults and managing them in a logical and methodical manner
- Manage day-to-day service operations
- Correctly logging incidents and service requests, categorising and prioritising them in line with team procedures
- Conducting full and through diagnostics with end users to enable first point of contact fault resolution
- Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
- Diagnosing and resolving problems to the customers satisfaction
- Maintain and develop own knowledge and skills to assist with first time fault resolution
- Identify and escalate repeat issues or service risks into service management teams
- Sharing knowledge with the HUBER+SUHNER IT Organisation
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.
This is a hybrid working location with a minimum of 2 days per week on site.
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.
- Excellent customer service skills
- Strong communication and interpersonal skills
- Ability to work well in a team and independently using their own initiative
- Good problem-solving skills
- Basic understanding of Computer Management
- Basic knowledge of cloud-based technologies, such as O365, Exchange Online and Azure
- Experience of offering IT support to family and/or friends
You need to have 5 GCSE’s or equivalents:
- Maths and English (or equivalents) at grades D/3 or above
- 3x GCSE’s grade A-C 9/4 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.
- Level 3 Infrastructure Technician 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.