IT Support Analyst Apprentice

5 days ago

South Newbald, United Kingdom QA Ltd Full time

**Employer description**:
Rockar are a multi-award-winning digital retailer changing the way that people buy new cars.

We have been disrupting the car industry since being founded in 2012.Back then, car buying processes had not been touched for decades so we decided to change that by taking the car buying journey online and putting cars into the familiar setting of a shoppingcentre rather than the usual out-of-town showrooms.

We are now a recognised and award-winning leading authority in the car retail omni-channel space and set ourselves apart from any other as we are the only provider that has operated digital retail stores supported by our own pioneering e-commerce platform.

**Overview**:
You will have the opportunity to gain valuable skills, knowledge and experience as you complete an IT systems and networking - Azure Cloud Support Specialist - Level 3 Apprenticeship.

**Key Responsibilities**:

- Act as a key point of contact for service support matters both internally and externally
- Provide support operation within the relevant SLA’s
- Active monitoring of performance levels of the Support Desk function and identify
areas for improvement on a continuous basis
- Monitor and respond to customer feedback to develop service improvement actions
- Support the team lead as required to provide meaningful and accurate
weekly/monthly internal reports and analysis on the performance of the Support Desk
- Pro-actively track and monitor support calls/tickets to ensure that matters are being
resolved in a timely manner and outstanding matters remain in focus
- Intervene with appropriate actions to ensure that the risk of disruption to service
levels are minimised
- Actively participate in the resolution of service tickets on a day-to-day basis, 1st and 2nd
line
- To lead and advise on testing and implementing technical solutions to support issues
- Timely identification of potential roadblocks and implementation of meaningful
actions

**What we are looking for**:
**Desirable skills**:

- Customer Service skills

No specific technical knowledge is essential because training within role will be given, but any exposure (or keen interest in) the following would be beneficial:

- Help desk / support ticket systems
- Bookstack
- PHP and/or Node.JS
- Magento, Laravel
- AWS technology
- Familiarisation with using office tools such as the following would be beneficial.
- Atlassian products - Jira/Jira service desk management/Confluence
- Google Suite
- Microsoft Office Suite
- Slack

**Entry requirements**:
The entry requirements for this Azure Cloud Support Specialist programme are as follows:

- GCSE Maths and English (or equivalents) at grades 3+ (D or above)

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

**Salary**:
£19,500 per annum.

**Future prospects:**

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.

**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.

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