Helpdesk Engineer Apprentice

What will the apprentice be doing?

• Providing a first point of contact for customers through the helpdesk, be that via phone, email or ticket
• Delight Clients with a friendly, quick and helpful experience
• Provide basic remote troubleshooting
• Use the Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren't "stale" throughout the process
• From time to time, the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise, you may be required to help with project delivery
• Escalate tickets that require Senior Helpdesk Engineer support
  Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Identify, communicate and mitigate potential risks to the Service Delivery Manager and Clients
• Follow the schedule provided by the Service Delivery Manager
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Undertake other duties as required by the Service Delivery Manager

What training will the apprentice take and what qualification will the apprentice get at the end?

Why choose our Network Engineer Level 4 apprenticeship?

Our Network Engineer Level 4 apprenticeship is perfect for learners that are fresh out of an IT education or already employed in the tech sector and looking to take the next step.

The Network Engineer Level 4 apprenticeship programme concentrates on modern network infrastructure, advanced connectivity and advanced security. This enables learners to develop and enhance technical skills, and ensure that they have the technical grounding needed to become a skilled Network Designer, Systems Engineer or Network Administrator.

QA's Network Engineer Level 4 apprenticeship programme enables the apprentice to:

• Get equipped with the advanced technical skills needed for the role
• Learn the core networking and server administration skills required to support a traditional on-premise, cloud or hybrid network
• Dive deep into the management of networks, exploring network hardware and software, network services and routing protocols
• Get immersed in technical content designed around real skills, aligning to and relevant to employers and the market
• Combine online learning live event training and on-the-job experience to develop real world skills using cutting-edge technology

What is the expected career progression after this apprenticeship?

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.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Customer care skills, Problem solving skills

Qualifications

A Level or equivalent ICT (Grade Any) Desired
BTEC or equivalent IT (Grade Extended diploma) Desired
Other Apprenticeship in similar subject (Grade Level 3) Desired
Other International Baccalaureate in ICT (Grade Level 3) Desired

Things to consider

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.