Support Analyst Apprentice - 20178 - Advanced (Level 3)

Trench Networks Limited (Employer)

QA Apprenticeships (Training Provider)

Weekly wage £150.00
35.0 hours per week Monday - Friday, 9.00am - 5.00pm
15 months (duration)
12 October 2020(start date)
Infrastructure technician (apprenticeship standard)
Digital (route)
28 September 2020 (application closing date)
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Job Description

You will have the opportunity to gain valuable skills, knowledge and experience as you complete a Infrastructure Technician Apprenticeship. For the right person, there is the opportunity to secure full time employment and progress to higher level qualifications.


Duties and responsibilities will include:

  • Monitor situations, investigate issues and find solutions within the agreed SLAs
  • Collect Support information during support calls and log it within the internal helpdesk accurately
  • Communicate and solve customers' problems via phone, email and face-to-face meetings
  • Liase with external suppliers to resolve support tickets
  • Assigning issues to Field Based Engineers with accurate and precise information for further investigation
  • Assemble, install, configure and troubleshoot bespoke networking equipment
  • Providing a high-level of customer service to clients
  • Providing remote technical assistance
  • Working on the business Service Desk
  • Carrying out any additional duties as required by the IT Manager

Future Prospects

  • Potential to move into a higher level apprenticeship and a full time position

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

  • Experience of calling and handling customer enquiries
  • Ability to work under pressure
  • Motivation to learn new skills and technologies
  • Passion for new technology and networking
  • Great interpersonal and communication skills
  • The ability to work independently as well as in a team environment
  • Critical thinker and problem-solving skills

Qualities Required

  • It would be highly beneficial to have demonstrable experience and ability working with computers in a variety of ways

Qualifications Required

  • 3x GCSE (or equivalent) at grades A-C (8-4) in any subject, plus GCSE English and maths (or equivalents) at grade C/4 or above

Training Provided

Infrastructure Technician Level 3 Apprenticeship Standard:

  • 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
Register interest