Employer description:
The Medicines and Healthcare Products Regulatory Agency enhances and improves the health of millions of people every day through the effective regulation of medicines and medical devices, underpinned by science and research.
Overview:
You'll play a key role in delivering excellent IT support to internal users across desktop, mobile, and telephony platforms. This apprenticeship provides hands-on experience in managing end-user technology environments, with a focus on productivity, device management, and first-line technical troubleshooting.
You will work alongside experienced IT professionals to provide responsive, high-quality support, while developing your skills through the QA apprenticeship programme.
Responsibilities:
- Monitor, respond to, and resolve incidents and problem tickets escalated to you.
- Deliver first and second-line support for desktop and laptop users, both in-person and remotely.
- Ensure services remain available and issues are resolved within agreed Service Level Agreements (SLAs).
- Collaborate with and support third-party providers in delivering infrastructure and EUC services.
- Assist technical architects and senior support officers with the delivery of IT projects.
- Support mobile devices, telephony systems, VoIP platforms, and video conferencing tools.
- Manage user accounts, profiles, and access permissions using Active Directory and Microsoft 365.
- Assist with the setup, imaging, and deployment of end-user devices.
- Troubleshoot user-reported issues related to operating systems, productivity software, and device connectivity.
- Contribute to projects aimed at enhancing the end-user experience, including device refresh cycles and collaboration tool deployments.
- Liaise with third-party vendors involved in supporting EUC platforms and services.
You will need the following skills:
- Experience with Microsoft Desktop OS.
- Experience with Microsoft server OS’s.
- Enthusiastic about technology and supporting people.
- Strong problem-solving skills and attention to detail.
- Familiarity with Windows 10/11 and Office 365 tools.
- An understanding of how to use Windows OS.
- An understanding of on-prem virtualisation concept.
In addition, the following experience would be beneficial:
- Experience with VMWare virtualisation.
- Experience with basic Azure diagnostic and support.
- Basic experience supporting IT equipment in an office or school.
- Exposure to remote support tools or ticketing systems.
- Awareness of telephony/VoIP systems.
- OS - Redhat, Ubuntu.
- A basic understanding of Azure diagnostics.
- A basic understanding of Backup systems and configuration concepts.
Entry requirements:
- 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
- GCSE Maths and English (or equivalents) at grades 3+ (D or above)
- Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject
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.
If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.
For more information please visit the UK ENIC website.
Working hours:
37 hours per week, Monday to Friday.
Benefits:
- Flexible working to ensure staff maintain a healthy work-life balance: We are currently operating a flexible, hybrid way of working, with a minimum of 4 days per month working on site to enable the collaboration and contact with partners and stakeholders needed to deliver MHRA business.
- Attendance on site is driven by business needs so depending on the nature of the role, this can flex up to 8 days a month.
- Occupational Sick Pay (OSP).
- Mobility clause in contracts allowing staff to be mobile across the Civil Service.
- Civil Service Pension Scheme.
- Interest free season ticket loan or bike loan.
- Employee Assistance Services and access to the Civil Service Benevolent Fund.
- Eligibility to join the Civil Service Motoring Association (CSMA).
- Variety of staff and Civil Service clubs.
- On-going learning and development.
Future prospects:
Apprentices are welcome to apply for a permanent position once they have successfully completed their apprenticeship.
About QA:
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.
Interested? Apply now!
