ICT Level 3 Apprentice

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.

Annual wage: £10,150.40 a year
Minimum wage rates (opens in new tab)
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: Saturday 1 February
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.

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 (this is still true now) and there are no end of reports about Nigel, in particular, having broken multiple telephones when trying to get satisfaction. 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 and added Apple, HP,Siemens and other major IT vendors to their customer list. As the internet was exploding in the 90s Multidata moved into the Broadband and Telecoms Services market with the idea of offering top-notch services to Local Authorities across the UK. As the new kids on the block, it was safe to say that Local Authority IT Managers were cautious at first, after all, nobody ever got fired for buying BT did they! However, quite a number were intrigued enough by the Multidata proposition (twice the speed for half the price) to try a single broadband line. One quickly became two, two became four and so on until in some cases it became hundreds. It wasn’t long before Local Authorities across the UK and businesses of all shapes and sizes wanted to join the party. Over Three decades later… Now with many hundreds of broadband fans both large and small raving about them, Multidata started to get asked can we get “other services” from you too?”.

https://multidata.co.uk/about-us/ (opens in new tab)

Company benefits

•Competitive apprentice salary and benefits package. •Health care after qualifying period. • Free tea and coffee

After this apprenticeship

Career progression opportunities within the technical support or engineering teams. Permanent position

Ask a question

The contact for this apprenticeship is:

NEW COLLEGE SWINDON

Kirsty Quittelier

Kirsty.Quittelier@newcollege.ac.uk

07564576155

The reference code for this apprenticeship is VAC1000292841.

Apply now

Closes in 25 days (Thursday 16 January at 11:59pm)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

Cookies on Find an apprenticeship

Contents