Summary
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.
Wage
£10,150.40 a year
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
Possible start date
Tuesday 22 April
Duration
1 year 9 months
Positions available
1
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
Course contents
* Interpret and prioritise internal or external customer's requirements in line with organisation's policy
* Apply the appropriate tools and techniques to undertake fault finding and rectification
* apply Continuous Professional Development to support necessary business output and technical developments
* Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
* Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
* Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
* Manage and prioritise the allocated workload effectively making best use of time and resources
* Complete documentation relevant to the task and escalate where appropriate
* Install or undertake basic software upgrades,either physically or remotely
* Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
* Provide remote/F2F support to resolve customer requirements
* Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
* Identify and scope the best solution informed by the system data associated with the task
* Test and evaluate the system's performance and compliance with customer requirements.
* Escalate non routine problems in line with procedures
* Use basic scripting to execute the relevant tasks for example PowerShell, Linux
* Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
* Apply the necessary security, in line with access and/or encryption requirements
* Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
* Test and evaluate network environments
* Monitor performance and usage of a network
* Deploy applications on a network
* Set up storage and data access for staff
* Apply necessary security measures, in line with access requirements to a network
* Carry out routine maintenance across network systems, ensuring organisational compliance
* Monitor network-related workloads including DNS and firewalls
* Install or undertake basic upgrades, either physically or remotely
* Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
* Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
* Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
* Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
* Interpret and prioritise internal or external customer's requirements in line with organisation's policy
* Apply the appropriate tools and techniques to undertake fault finding and rectification
* apply Continuous Professional Development to support necessary business output and technical developments
* Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
* Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
* Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
* Manage and prioritise the allocated workload effectively making best use of time and resources
* Complete documentation relevant to the task and escalate where appropriate
* Install or undertake basic software upgrades,either physically or remotely
* Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
* Provide remote/F2F support to resolve customer requirements
* Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
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
Essential qualifications
GCSE in:
* Maths and English (grade pass/4/C and above)
Desirable qualifications
GCSE in:
* 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
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Presentation skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative
Other requirements
Driving licence would be desirable but not essential.