To provide 1st line technical support for broadband, VoIP telephony, & mobile services while gaining hands-on experience & industry knowledge. You will work closely with the technical support team to troubleshoot issues, assist customers, & ensure seamless service delivery. You develop key skills in IT, telecommunications, & customer service.
Based on the current minimum apprentice wage of £6.40 per hour. This is due to increase from the 1st of April to £7.55.
Training course Information communications technician (level 3)
Hours Monday - Thursday, 9.00am - 5.00pm, including time at college.
30 hours 30 minutes a week
Duration: 1 year 9 months
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
Customer Support:
* Act as the first point of contact for customer inquiries related to broadband, VoIP telephony, and mobile services.
* Handle incoming support requests via phone, email, and ticketing systems.
* Assist in diagnosing and resolving common connectivity, VoIP, and mobile network issues.
Technical Troubleshooting:
* Learn to identify and resolve issues with broadband connections (e.g., Wi-Fi, router configurations, and line stability).
* Gain knowledge in setting up and supporting VoIP services, including troubleshooting call quality and connectivity problems.
* Support customers with mobile-related issues, such as network settings and SIM activation.
Systems & Tools:
* Familiarise yourself with internal systems, including CRM platforms, ticketing software, and monitoring tools.
* Maintain accurate records of customer interactions and technical resolutions in the system.
* Assist in reporting service faults and escalating to senior technicians or providers when necessary.
Learning & Development:
* Participate in structured training programs to build technical knowledge and customer service skills.
* Shadow experienced colleagues to learn advanced troubleshooting techniques and support processes.
* Work towards industry-recognised certifications in networking, telephony, and mobile technologies (e.g., CompTIA, etc.).
Where you’ll work
UNIT 2, ORCHARD BUSINESS PARK, SHRIVENHAM, SWINDON, SN6 8EY
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
NEW COLLEGE SWINDON
Your training course
Information communications technician (level 3) - Equal to A level
Your training plan
* You will undergo training in the workplace on the job as well as attending taught sessions at New College Swindon.
* Skills, knowledge and behaviours as set out in the Information Communications Technician Level 3 Standard.
* Information communications technician / Institute for Apprenticeships and Technical Education.
More training information
* A structured apprenticeship program with mentoring and coaching from experienced professionals.
* Opportunity to gain industry-recognized certifications in IT and telecommunications.
* Career progression opportunities within the technical support or engineering teams.
* A supportive and inclusive work environment.
Requirements
GCSE in:
* Maths and English (grade pass/4/C and above).
* IT related subject (grade 4/C and above).
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Customer care skills.
* Analytical skills.
* Logical.
* Creative.
* Initiative.
Other requirements
Driving licence would be desirable but not essential.
About this company
Over 35 years ago, Nigel and Mamie discovered they both shared an intolerance of poor service and were often frustrated by the low level of interaction they received as paying customers. They knew they “could do IT better” and Multidata was born. Their mantra was simple, “offer great service and make it easy for people to do business with us”. This proved highly successful, so much so that in 1996 they won the DTI Exporter of the year.
After this apprenticeship
* Career progression opportunities within the technical support or engineering teams. Permanent.
The contact for this apprenticeship is:
Kirsty Quittelier
Kirsty.Quittelier@newcollege.ac.uk
07564576155
The reference code for this apprenticeship is VAC1000298012.
Apply now
Closes on Monday 31 March 2025.
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