IT Support Technician - Level 3 Apprentice

QA Ltd · Competitive · Southampton
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Currently seeking an apprentice to assist the customer to find the solution to any problem or question that they ask of the department. When a customer is having a bad day, it is your job to make that day better and to leave the customer thinking that you really made a difference.

Key responsibilities:

Incident Management:

  • Receive and log all calls and emails from all customers and record all pertinent information
  • Provide initial assessment of categorisation and prioritisation for all incidents
  • Ensure incidents are assigned and escalated where necessary to the relevant teams
  • Provide regular communication to customers concerning the status of incidents
  • Maintain ownership of incidents ensuring status updates and resolution according to KPIs
  • Proactively manage all individual and team assigned incidents and new requests
  • Maintaining telephones and troubleshooting basic telephony (Swyx) issues
  • Working with supplier support contacts to resolve complex technical issues
  • Troubleshooting operating System, Hardware & Application issues on any desktop device
  • Resolving technical issues, updating Status/Workaround/Resolution within our Service Desk system

Request Fulfilment:

  • Creating and maintaining user accounts throughout various IT systems including AD user accounts
  • Managing shared drives, user access and permissions
  • Communicating with customers about the status of incidents and requests and updating our ITSM Support Tool in a timely manner with accurate information


  • Workload balancing (during time of high-volume support)
  • Problem solving with Suppliers and Customer
  • Achieving Weekly Department KPIs
  • Maintaining and growing technical knowledge related to the role
  • PC technology experience, including Windows OS and MS Office (W7 or newer)
  • Experience of Mobile Devices and Technologies

Personal qualities:

  • Excellent team player
  • Customer focused
  • Self-motivated
  • Positive attitude
  • Prioritisation of workload / Time management
  • Excellent customer facing and collaborative skills
  • Strong analytical and technical skills balanced with effective communication skills with all levels of technical and managerial staff

Entry requirements:

You need to have 5 GCSEs:

  • Maths and English (or equivalents) at grades D or above
  • 3x GCSEs 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.

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