Level 3 IT 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:

This is a team that provides customer front line support role 24/7/365 - mainly working core business hours and offering an on-call service during out of hours. This Early Careers position will be a set shift time of Monday to Friday 08:00 – 16:30 with no on call allocation.


Our service desk model and monthly ticket/call statistics provide background and rationales that in order to provide appropriate and effective support to our global company as per our agreed SLAs.


What will I be doing? 

  • The primary scope a QinetiQ Support Agent role is focused
  • You will undertake a variety of tasks, ensuring technical solutions meet business and customer requirements.
  • To provide 1st and 2nd line technical support; providing customer support via phone, email and drop-in visits into the Service Desk maintaining a high degree of customer service at all times.
  • To log, update and manage all calls via the IT call logging system relating to the QinetiQ support of all software and hardware in the Operational environment.
  • Adhere to all service management principles, including the company’s software licensing processes.
  • Responsible for Software License Management including the ordering and distribution of software.
  • To manage and safeguard the confidentiality, integrity and availability of company and customer information.
  • Ensure compliance with organisation policies, procedures and work instructions.
  • To take ownership of problems and be proactive when dealing with all issues.
  • To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents.
  • Liaison with third party suppliers as required.
  • Handling QinetiQ VIP support calls in a professional manner.
  • Proactively investigating ways to reduce common issues and publishing self-help guides to assist the customer base. In turn this gives time back to the business.
  • Responsible for update and maintenance of accurate internal work instructions and processes. 
  • You will be undertaking a Level 3 Apprenticeship as part of your role.


Academic requirements:

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


You must also demonstrate a focus on the following disciplines:

  • Customer Service
  • Proactive and engaging thinking
  • Continuous Improvement
  • IT ability and interest


Additional requirements:

  • Have a strong interest and/or experience within IT
  • Passionate about growth and good customer service
  • Enthusiastic and keen to drive good performance
  • 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 based




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.