IT Support Apprentice (AQL telecommunications) (A Q) LIMITED
Providing first line support to AQL’s varied customer base. Working to strict SLAs, following correct escalation procedures, ensuring the timely resolution of incidents and problems as prioritised in agreed service levels.
Closing date: 08 Jan 2024
Total hours per week: 37
Possible start date
15 Jan 2024
09 Nov 2023
Level 3 (A level)
What you will do in your working day
First line support
- Effective incident ticket queue management and ownership of logged incident tickets.
- Initial customer fault investigation on our SMS, FAX, Voice, 3G/4G data and WIFI & Leased Line platforms.
- Managing and responding to automated internal alerts.
- Upkeep of internal IT documentation.
- Scheduling and coordination of number porting’s with customers and other carriers within agreed SLAs.
- Verifying the porting requirement raised by customers for various products.
- Initiating porting requests with carriers, regularly following up on progress and finalising porting dates.
- Notifying customers regarding scheduling of their number porting requests.
- Porting rejection management in coordination with customers and other carriers.
- Coordinating with various internal teams in line with requirements.
- Reacting to escalations as per business priority.
- Attending regular calls with customers as applicable.
The training you will be getting
Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.
Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.
Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:
- Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
- Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
- Prioritise systems support tasks and monitor and maintaining system performance.
- Maintain regulatory, legal and professional standards.
- Support the information systems needs for your business.
What to expect at the end of your apprenticeship
The role offers long term security and the opportunity to progress into a permanent position.
Requirements and prospects
Desired skills and personal qualities
GCSE or equivalent maths (Grade A*-C/9-4 or equivalent) Essential
About the employer
(A Q) LIMITED
ESTIO TRAINING LIMITED
Adjustments for experience
You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:
- qualifications, like an NVQ in a relevant field
- industry or sector experience
Information communications technician
Level 3 (A level)
If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.
You should be prepared to show your competence, and evidence of relevant qualifications
Before you apply
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