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)
Register interest

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.

Responsibilities

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

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