IT Apprenticeship

Summary

We are looking for a proactive and customer-focused Apprentice Unified Comms Engineer to strengthen our technical support department. In this role, you will be the first point of contact for internal and external users experiencing technical issues and will provide timely and effective resolutions.

Wage

£14,526.20 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course

Information communications technician (level 3)

Hours

Monday to Friday, 9.00am to 5.00pm.

37 hours a week

Start date

Tuesday 10 June 2025

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

First point of contact: Serve as the first line of support for incoming technical queries from our customers via phone, email or ticketing system.
Issue resolution: diagnose and resolve technical issues related to hardware, software, networks and other IT systems.
Escalation: Escalate complex issues to higher level technical teams.
Troubleshooting: Utilise available tools and knowledgebase to troubleshoot common technical issues.
System monitoring: Assist with proactive monitoring of critical IT systems and escalate potential issues.

Where you’ll work

11-13 Church Street
Farnworth
Bolton
Greater Manchester
BL4 8AG

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

NOWSKILLS LIMITED

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

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

More training information

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Requirements

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
Customer care skills
Problem solving skills
Initiative
Strong phone call manner

Other requirements

Basic understanding of Windows/Mac OS, Office 365

About this company

We are a full-service technology firm based in Manchester. With a full team of skilled telecoms, IT and AV engineers we will deliver and maintain your business’ technology requirements.

https://livuc.co.uk/ (opens in new tab)

Company benefits

Excellent benefits package including health plan. Enrolment to the company pension scheme. Yearly salary and development reviews. Regular team building and social events.

After this apprenticeship

The company may offer a full-time position at the end of the apprenticeship. A previous apprentice at this company earned a distinction and has since advanced significantly in their career.

Ask a question

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