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You will escalate any issues but try and ensure they are dealt with before problems occur. As well as resolving and closing cases to customer satisfaction or escalate to the appropriate person.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
Requirements
- 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.
- 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.
Responsibilities
- Provide a first, and single, point of contact into Services Desks for all supported businesses
- Ensuring incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software
- Ensuring that all cases owned are resolved in accordance to the agreed service level agreement (SLA)
- Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional at all times
- Provide problem diagnosis, using appropriate support tools and resolution for desktop problems
- Assign calls to correct third party queues where appropriate
- Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times
- Proactively manage customers’ expectations through either resolution of or updating on progress of their outstanding incidents/requests
- 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
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Benefits
- Great career progression
- Training courses available
- Structured mentoring and support
- On-site parking
- Great transport links
- Supportive working
- Full on job training
- Upon completion you will be offered a permanent contract
About CHS Networks
Welcome to CHS Networks – our philosophy is to use our extensive experience to provide clients with quality services and solutions. Over the years, we’ve tackled many challenges for local businesses which has enabled us to continue to evolve as a forward-thinking company. Our expert team provides professional IT support services in Kent, London, and South East England.
CHS Networks is a growing organisation that invests in their employees’ development and personal growth meaning, you will receive full on job training By working hard and demonstrating your ability, drive and commitment throughout your 16-month apprenticeship scheme, upon completion you will be offered a permanent contract ensuring you have further opportunities to continue growing within this exciting organisation.
Application Process
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 Why choose our Azure Cloud Support Specialist Apprenticeship?
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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:
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