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For Companies At a Glance
- Tasks: Provide first-line technical support for internal users in a dynamic IT environment.
- Company: Join QinetiQ, a leader in defence technology and innovation, shaping the future.
- Benefits: Enjoy a matched pension scheme, generous holidays, and health insurance options.
- Why this job: Be part of a diverse team tackling complex challenges with cutting-edge technology.
- Qualifications: Excellent communication skills and prior IT support experience are essential.
- Other info: This role is fully on-site in Farnborough with a 37-hour work week.
The predicted salary is between 24000 - 36000 £ per year.
Overview
Are you ready to be part of the future? At QinetiQ, we’re not just imagining tomorrow we are creating it. From cutting edge defence technology to ground breaking innovations our mission is to empower and protect lives. Join us as a Support Services Agent at our Farnborough site, where you will have the opportunity to work with cutting-edge technology in partnership with some of the most brilliant minds.
Role
As a Support Services Agent you will be responsible for providing first-line technical support for the organisations internal users across both legacy on premise and modern Azure/cloud-based environments.
Day-to-day, you will respond to incidents, service requests and general IT queries with a focus on high-quality customer centric service delivery.
Responsibilities
- Providing first-line support via phone, email, remote tools and IT service Management tools for IT-related incidents and service requests
- Troubleshooting hardware, software, network and account-related issues
- Managing the lifecycle of the corporate iPhone and iPad estate
- Escalating complex issues to Senior Support Service Agents or 2nd/3rd line teams as appropriate
- Providing clear, friendly and professional communications to users of varying technical abilities
- The documentation of steps taken to resolve issues contributing to the knowledge base
Essential experience
- Excellent communication and interpersonal skills
- Previous experience working in an IT support role
- Working knowledge of Microsoft Windows and Office 365
- The ability to use ITSM and remote support tools
- Previous experience of Active Directory / Azure AD account administration
We value difference and we don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience and willingness to learn then we would like to hear from you.
This role is 37 hours per week based at our Farnborough site. This role is fully on-site with shift patterns.
Farnborough
At our Farnborough site exciting work takes place at our state-of-the-art facility, with high-energy laser technologies, our 5m pressurised wind tunnel which has a simulation capability that is unique in the UK and our large research and development projects is a real hub of creativity, research and innovation. Join our talented teams of Engineers, IT & Cyber Specialists, Project Managers, Group Functions Teams and many more to provide future defences in the UK.
Why Join QinetiQ?
As we continue to grow into new markets around the world, there’s never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges.
As a QinetiQ employee, you’ll experience a unique working environment where teams from different backgrounds, disciplines and experience enjoy collaborating widely and openly as we undertake this exciting and rewarding journey. Through effective teamwork, and pulling together, you’ll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies; constantly discovering new ways of solving complex problems in a diverse and inclusive environment where you can be authentic, feel valued and realise your full potential. Visit our website to read more about our diverse and inclusive workplace culture. www.qinetiq.com/en/careers/life-at-qinetiq
Our Benefits
- Matched contribution pension scheme, with life assurance
- Generous holiday allowance, with the option to purchase additional days
- Options to join Health Cash Plan, Private Medical Insurance and Dental Insurance
- Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more
- We are proud to support the Armed Forces community by honouring the Armed Forces Covenant and maintaining our Gold Award standard in the Defence Employer Recognition Scheme
- Volunteering Opportunities – helping charities and local community
Our Recruitment Process
We want to make sure that our recruitment process is as inclusive as possible and we aspire to bring out the best in our candidates by creating an environment where everyone feels value, heard, and supported. If you have a disability or health condition that may affect your performance in certain assessment types, please speak to your Recruiter about potential reasonable adjustments.
Many roles in QinetiQ are subject to national security vetting being completed, applicants who already hold the appropriate level of vetting may be able to transfer it upon appointment. A number of roles are also subject to additional restrictions, which mean factors such as nationality or previous nationalities may affect the roles that you can be employed in.
Please note that all applicants for this role must be eligible for SC clearance, as a minimum.
UKSV National Security Vetting Solution: guidance for applicants – GOV.UK (www.gov.uk)
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Support Services Agent employer: QinetiQ
Contact Detail:
QinetiQ Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Services Agent
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Windows, Office 365, and Azure. Having a solid understanding of these platforms will not only boost your confidence but also demonstrate your readiness to tackle the role.
✨Tip Number 2
Practice your communication skills, especially in a technical context. Since you'll be providing support to users with varying levels of technical knowledge, being able to explain complex issues in simple terms is crucial for success in this role.
✨Tip Number 3
Get comfortable with IT service management (ITSM) tools and remote support software. Familiarity with these tools will help you hit the ground running and show that you're proactive about understanding the systems you'll be using.
✨Tip Number 4
Network with current or former employees of QinetiQ, if possible. They can provide valuable insights into the company culture and the specifics of the Support Services Agent role, which can help you tailor your approach during the interview process.
We think you need these skills to ace Support Services Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support roles, particularly focusing on your communication skills and technical knowledge of Microsoft Windows, Office 365, and Azure AD. Use specific examples to demonstrate your problem-solving abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention your understanding of QinetiQ's mission and how your skills align with their needs, especially in providing high-quality customer service.
Highlight Relevant Experience: In your application, emphasise any previous experience you have in first-line support, troubleshooting, and using ITSM tools. Be specific about the types of incidents you've handled and your approach to resolving them.
Showcase Soft Skills: Since the role requires excellent communication and interpersonal skills, provide examples of how you've effectively communicated with users of varying technical abilities in past roles. This will help demonstrate your fit for the customer-centric focus of the position.
How to prepare for a job interview at QinetiQ
✨Showcase Your Communication Skills
As a Support Services Agent, you'll need to communicate effectively with users of varying technical abilities. During the interview, demonstrate your ability to explain complex IT concepts in simple terms and provide examples of how you've successfully resolved issues through clear communication.
✨Highlight Relevant Experience
Make sure to discuss your previous experience in IT support roles, particularly any work with Microsoft Windows, Office 365, and Active Directory/Azure AD. Be prepared to share specific examples of incidents you've handled and how you approached troubleshooting.
✨Emphasise Customer-Centric Service
QinetiQ values high-quality customer service. Prepare to discuss how you've prioritised user satisfaction in past roles, including any strategies you've used to manage difficult situations or complaints effectively.
✨Demonstrate Your Willingness to Learn
Since QinetiQ values diverse backgrounds and a willingness to learn, be ready to talk about how you've adapted to new technologies or processes in the past. Share any relevant training or certifications you've pursued to enhance your skills in IT support.
