Security Operations Centre (IT) Apprentice
Manchester (Hybrid)
Role Purpose
The SOC Apprentice plays a critical role as the first point of contact for all client communications, responsible for managing inbound emails and tickets. Their primary function is to ensure the timely logging, prioritisation, and routing of incidents and requests, contributing to the smooth operation of the Security Operations Centre (SOC). They are tasked with maintaining service level agreements (SLAs), ensuring prompt communication with clients, and escalating issues to the appropriate technical teams when necessary. The SOC Apprentice also supports process improvements by identifying recurring issues and contributing to operational efficiency, helping to enhance overall client satisfaction.
Throughout this role, you will complete a Cyber Security Level 4 apprenticeship with one of our partners that is tailored towards developing your understanding of IT fundamentals, cyber security concepts and SOC fundamentals. The role is initially a fixed term apprenticeship for up to 20 months however this apprenticeship offers a pathway into a diverse career. At NCC, we prioritise internal growth, meaning completing your apprenticeship with us could unlock opportunities in various roles within the SOC team depending on role availability.
Key accountabilities for this role are as follows:
- First-Line Support for Client Communication:
- Primary point of contact for all inbound emails, tickets, and queries from clients.
- Monitor and manage the SOC’s shared inbox and ticketing system (SNOW), ensuring prompt acknowledgment and response.
- Categorise and prioritise inbound tickets based on severity, urgency, and the impact on business operations.
- Ticket Logging and Documentation:
- Accurately log all client interactions and incidents in the SOC’s ticketing system (SNOW), ensuring details are documented for proper tracking and resolution.
- Ensure consistency and completeness in ticket records to provide clear handover to the SOC’s technical teams.
- Regularly update tickets with status changes, ensuring clients are informed of progress or required next steps.
- Co-ordination and Escalation:
- Collaborate with internal SOC teams to assign tickets to appropriate people or escalate issues that require advanced technical support.
- Follow established escalation protocols, ensuring high-severity incidents are addressed promptly and effectively.
- Maintain close communication with clients to provide updates on the status of their requests or incidents.
- Service Level Agreement (SLA) Adherence:
- Ensure all tickets are handled and resolved within the defined Service Level Agreements (SLAs), tracking timeframes and milestones for response and resolution.
- Proactively monitor ticket queues to identify potential SLA breaches and work to mitigate risks of non-compliance.
- Incident Co-ordination Support:
- Assist with the co-ordination of incident responses by providing timely and accurate information to technical teams.
- Track the status of incidents through to resolution, ensuring all communication is documented and passed to the client appropriately.
- Ad-Hoc Tasks and Flexibility:
- Support the SOC team by taking on ad-hoc operational tasks as needed, ensuring flexibility in handling urgent or unexpected requests.
- Participate in special projects or initiatives that support the team’s overall objectives, contributing to a collaborative and dynamic working environment.
What we are looking for in you
Experience in cyber security is not needed for this role, and it might suit someone who is taking their first steps into the industry or re-training from another career.
The ideal person for this role will have the following qualities:
- A methodical, step-by-step approach to resolving issues
- Strong analytical skills
- Business skills like effective communication, teamwork and task/time management
- The adaptability to do a range of work – sometimes complex and non-routine – in different environments
- The ability to work under direction, use discretion and determine when to escalate issues
- Self-motivated and disciplined to stay on task, taking responsibility for your workload and achieving great course results
Previous education and skills:
- A-Levels or equivalent in an IT or IT-related subject
- Have not already completed a course in cyber security at Level 4 (HNC) or above
Other:
- This role is hybrid, meaning you will be required to work from Manchester City Centre several days per week, especially in the initial training period.
- Eligibility and willingness to undergo UK SC clearance.
Ways of working
- Focusing on Clients and Customers.
- Working as One NCC.
- Always Learning.
- Being Inclusive and Respectful.
- Delivering Brilliantly.
Our company
At NCC Group, our mission is to create a more secure digital future. That mission underpins everything we do, from our work with our incredible clients to groundbreaking research shaping our industry. Our teams' partner with clients across a multitude of industries, delving into, securing new products, and emerging technologies, as well as solving complex security problems. As global leaders in cyber and escrow, NCC Group is a people-powered business seeking the next group of brilliant minds to join our ranks.
Our colleagues are our greatest asset, and NCC Group is committed to providing an inclusive and supportive work environment that fosters creativity, collaboration, authenticity, and accountability. We want colleagues to put down roots at NCC Group, and we offer a comprehensive benefits package, as well as opportunities for learning and development and career growth. We believe our people are at their brilliant best when they feel bolstered in all aspects of their well-being, and we offer wellness programs and flexible working arrangements to provide that vital support.
Come join us?
What do we offer in return?
We have a high-performance culture which is balanced evenly with world-class well-being initiatives and benefits:
Financial & Investment
- Pension
- Life Assurance
- Share Save Scheme
- Maternity & Paternity leave
Community & Volunteering Programmes
Cycle Scheme
Employee Referral Program
Lifestyle & Wellness
Learning & Development
Diversity & Inclusion
So, what’s next?
If this sounds like the right opportunity for you, then we would love to hear from you! Click on apply to this job to send us your CV and cover letter and the relevant member of our global talent team will be in touch with you. Alternatively send your details to
global.ta@nccgroup.com
.
About your application
We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days, please don’t be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles.
If you do not want us to retain your details, please email
global.ta@nccgroup.com
. All personal data is held in accordance with the NCC Group Privacy Policy (
candidate-privacy-notice-261023.pdf (nccgroupplc.com)
). We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.
Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process. This role being advertised will be subject to BS7858 screening as a mandatory requirement.
