IT Support Technician Apprentice
NORTHROP GRUMMAN UK LIMITED
Gloucestershire, (GL50 3JR)
Closes in 26 days (Tuesday 25 November 2025)
Posted on 28 October 2025
Contents
Summary
You will be working with the UK Service Desk, supporting the end to end management of incidents and service requests reported by our users and achieving first time fix where possible.
- Wage
-
£24,000 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Days and shifts to be confirmed.
37 hours 30 minutes a week
- Start date
-
Tuesday 2 December 2025
- Duration
-
1 year 5 months
- Positions available
-
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- 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
Where you'll work
Cheltenham House
Clarence St
Cheltenham
Gloucestershire,
GL50 3JR
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
QA LIMITED
Training course
Information communications technician (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Interpret and prioritise internal or external customer's requirements in line with organisation's policy
- Apply the appropriate tools and techniques to undertake fault finding and rectification
- apply Continuous Professional Development to support necessary business output and technical developments
- Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
- Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
- Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
- Manage and prioritise the allocated workload effectively making best use of time and resources
- Complete documentation relevant to the task and escalate where appropriate
- Install or undertake basic software upgrades,either physically or remotely
- Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
- Provide remote/F2F support to resolve customer requirements
- Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
- Identify and scope the best solution informed by the system data associated with the task
- Test and evaluate the system's performance and compliance with customer requirements.
- Escalate non routine problems in line with procedures
- Use basic scripting to execute the relevant tasks for example PowerShell, Linux
- Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
- Apply the necessary security, in line with access and/or encryption requirements
- Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
- Test and evaluate network environments
- Monitor performance and usage of a network
- Deploy applications on a network
- Set up storage and data access for staff
- Apply necessary security measures, in line with access requirements to a network
- Carry out routine maintenance across network systems, ensuring organisational compliance
- Monitor network-related workloads including DNS and firewalls
- Install or undertake basic upgrades, either physically or remotely
- Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
- Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
- Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
- Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
- Interpret and prioritise internal or external customer's requirements in line with organisation's policy
- Apply the appropriate tools and techniques to undertake fault finding and rectification
- apply Continuous Professional Development to support necessary business output and technical developments
- Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
- Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
- Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
- Manage and prioritise the allocated workload effectively making best use of time and resources
- Complete documentation relevant to the task and escalate where appropriate
- Install or undertake basic software upgrades,either physically or remotely
- Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
- Provide remote/F2F support to resolve customer requirements
- Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Training schedule
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.
Requirements
Essential qualifications
GCSE in:
- 3 of any subject (grade 4+ (A* - C))
- Maths & English (grade 3+ (D or above))
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Customer care skills
- Analytical skills
- Team working
About this employer
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.
Company benefits
A huge range of exciting benefits is available.
After this apprenticeship
- 90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average
Ask a question
The contact for this apprenticeship is:
QA LIMITED
The reference code for this apprenticeship is VAC1000348656.
Apply now
Closes in 26 days (Tuesday 25 November 2025)
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