IT Support Technician Apprentice

Monitor the service desk mailbox and unassigned queue when assigned the task to ensure that emails and requests are actioned and responded to in a timely manner and adhere to any SLA’s set Call/chat handling for all inbound customer contact to support new and existing ticket requests Assist in creating new or updating existing documentation Log all tickets and service requests reported via telephone, chat, email, or automatically generated Take ownership of specific tickets, ensuring that they are monitored, tracked and updated accurately and concisely throughout their lifecycle Carry out initial support and classification of tickets and service requests to determine the correct SLA / urgency Ensure that all telephone, chat and email requests are logged within the ticket management tool Complete investigation and diagnosis via the remote management tools available or via communication with the end user Resolve tickets by implementing permanent fixes or work around to known errors Resolve service requests by following standard work instructions / processes Invoke appropriate technical escalation to ensure SLA is achieved Provide a single point of contact to the user for tickets, ensuring regular status updates are communicated to the customer Identify and report any potential service breach to the Service Desk Management

Training:

Why choose our Azure Cloud Support Specialist apprenticeship?

The new Microsoft Azure Cloud Support Specialist Level 3 programme has been designed in partnership with Microsoft to build Azure cloud capabilities in your organisation.

This new Microsoft apprenticeship is part of QA's drive to support Microsoft’s Get On 2021 campaign, a five-year initiative to help 1.5 million people build careers in technology and help 300,000 connect to tech job opportunities.

QA’s Azure Cloud Support Specialist Level 3 apprenticeship programme enables the apprentice to:

Learn on-premise and cloud-enabled technologies and services Learn technical content that aligns to and is relevant to employers and the market Gain an Azure Fundamentals Qualification and a Microsoft 365 fundamentals qualification Get an introduction to Windows, Linux and PowerShell

Tools and technologies learned: Learners will learn to use Microsoft Azure, Microsoft 365, Windows 10, AWS, Linux, PowerShell.

Training Outcome:
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average

Employer Description:
Northrop Grumman is a leading American aerospace and defence technology company that designs and builds advanced systems for air, space, land, sea, and cyberspace. Its work spans stealth bombers, autonomous aircraft, satellites, missile defence, and cybersecurity solutions—supporting U.S. and allied defence operations worldwide.

Working Hours :
Days and shifts to be confirmed.

Skills:
Communication skills,IT skills,Customer care skills,Analytical skills,Team working