Level 3 IT Escalation Support Agent Apprentice - Early Careers

Date: 23 May 2023

Location: Farnborough, England, GB

Company: QinetiQ

It’s an exciting time to join one of our Early Careers programmes at QinetiQ. We are always looking for great people to join our team, whether you are taking your first steps in starting a career or you are looking to make a career change, we have a wide range of exciting opportunities for you.


About the team

QinetiQ Support – Escalation Management:

As a member of the Escalation Management team, the Escalation Support Agent is to provide support for, and deliver activities and tasks relating to, the management of: major incidents, escalated tickets, customer satisfaction and business continuity.


The Escalation Support Agent is to support our consumers by collaborating with all tiers of QinetiQ Support/IT Services in order to deliver to our SLAs and KPIs.


What will I be doing? 

  • To aid the post-incident review process by creating and updating major incident reports (PIRs) during and after a major incident.
  • To aid the post-incident review process by participating and engaging with the Escalation/Incident Manger in the post incident review meetings to identify, record and manage action points that need to be completed post incident.
  • To review formally escalated tickets within our ITSM system and manage these – including chasing engineers/consumers as required to progress these in line with our SLAs and KPIs through to resolution, escalating to the Escalation Manager where required.
  • To review and resolve consumer feedback queries as per the defined process, seeking support from T1/2/3. To articulate more complex issues to the Escalation Manager where required, and to suggest service improvements based on a monthly trend analysis on the consumer feedback scores and responses.
  • Prioritise VIP tickets and ensure they are being updated and the customer is kept up to date with their progress.
  • Collate all negative/ constructive feedback and create a plan of action with the Incident Manager.
  • To understand and deliver the correct communication style appropriate to all stakeholders and situations.
  • To identify and lead continuous improvement activities relevant to the role and area.
  • To support resilience across the department and learn new skills as identified by the Team Leader.
  • To support the delivery of a high quality business service working with minimal supervision and guidance within defined procedures.
  • Support the Incident Manager when workload demand is high.
  • The Escalation Support Agent will deliver supporting activities/tasks following the relevant governing procedures in order to provide high quality services to our consumers.
  • You will be undertaking a Level 3 apprenticeship as part of your role



Academic requirements:

You must have attained or be predicted 5 GCSE's A*-C, 5-9 in English Language, Maths, IT and 2 others


 Additional requirements:

  •  IT ability and interest
  • Customer service focused
  • Communicate efficiently and effectively with customers and colleagues
  • Proactive and engaging thinking
  • Solutions focused
  • Able to work to strict deadlines (SLAs)
  • Continuous improvements
  • Please be aware that many roles within QinetiQ will be subject to both security and export control restrictions. These restrictions mean that factors including your nationality, any previous nationalities you have held, and your place of birth may limit those roles you can perform for the organisation.
  • You must be prepared to go through the Government Vetting process. For further details please refer to, https://www.gov.uk/government/organisations/united-kingdom-security-vetting



  • Farnborough ENG – Onsite




Why join QinetiQ?

As a global company of over 6,000 dedicated people providing technological and scientific expertise, we are excited to recruit the most talented and enthusiastic people to become key parts of our business. Our Early Careers programmes give you the opportunity to be at the heart of impactful projects. 


Diversity and inclusion

In our unique working environment, teams from different backgrounds collaborate widely on some of the world’s most complex defence and security challenges. Whatever part you play, you’ll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies. It’s a diverse and inclusive environment where you can be authentic, feel valued and realise your full potential. Together, we’ll explore new ways of protecting the world around us. 


Your wellbeing

Looking after the health and wellbeing of our employees are our top priority. We offer a host of services designed to support your wellbeing. They range from our Thrive app and Employee Assistance Programme to Mental Health First Aiders. The wellbeing of our employees is critical to our collective and individual success. 


Rewards and benefits

We offer global career progression and the opportunity to work on a broad range of interesting projects along with a wide range of rewards and recognition. Our highly competitive salaries come with a raft of benefits, from a performance-based Employee Incentive Scheme to Thank Q, our global recognition scheme. There’s also a Share Incentive Plan, Life Assurance and Benefits+, our flexible benefits package. It’s all designed to make life easier for you.


About QinetiQ

Being part of QinetiQ means being central to the safety and security of the world around us. Partnering with our customers, we help to save lives; reduce risks to society; and maintain the global infrastructure on which we all depend. 

With a focus on protecting the world around us, we have a target to reduce our greenhouse gas emissions by 2025 and we are developing a global plan for net zero by March 2022. Being a responsible and sustainable business is at the heart of our identity.  

Come and find out how you can play your part.