Business - Customer Support Technician Apprentice level 3
Duration of the study programme – 18 months
Location
100 OLD HALL STREET, LIVERPOOL, L3 9QJ
Commute requirement
Candidates must reside within 15 miles radius commute from the specified location to ensure effective coverage of the area and support personal wellbeing.
Start date
6th July 2026
Salary
£23,810
Apprenticeship details
Full time – Paid Apprenticeship, 37.5 hrs Mon‑Fri
Entry Requirements
* Achieve five GCSEs at grades 4‑9 (C or above), including English and Maths. Equivalent qualifications are accepted.
Driving licence
* Full manual driving licence
Right to Work
* All applicants need a full UK Right to Work for the duration of the 18‑month scheme.
Security Checks
* Need additional personnel screening and Government SC clearance. See https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels
* Watch this video to find out how this process works: Vetting: An Overview
Internal candidates
Must take on Terms & Conditions of the Apprentice role including salary and benefits.
Accessibility support for Candidates
BT Early Careers Accessibility – Updated Jan 26.pdf
What we’re looking for
* A passion for providing a fantastic service to our customers – this is the critical one!
* Willingness to learn, adapt, and embrace new technologies and challenges.
* A curious personality alongside problem solving skills.
About This Role
* Work on‑site with a diverse range of customers, from small local businesses to large FTSE‑100 organisations.
* Support customers with a wide variety of needs across hardware, software, and infrastructure.
* Visit customer sites to install, set up, and optimise BT products and services, as well as carry out non‑complex repairs.
* Engage directly with customers—talking through ideas, resolving issues, and ensuring their services are fully optimised.
* Recommend suitable digital products and services to help customers get the most from their technology.
* Travel between customer locations as part of a dynamic, field‑based role.
* Join a supportive team where full training is provided—technical passion and a proactive attitude matter more than prior experience.
What You’ll Do
* Work on‑site across different customer locations.
* Install, configure, and optimise BT products, apps, and services.
* Carry out non‑complex repairs and provide deskside support for devices such as laptops, PCs, and printers.
* Support installations, migrations, and rollouts.
* Diagnose and resolve hardware and software issues.
* Guide customers through solutions and recommend suitable digital products and services.
What You’ll Learn
* Hands‑on field engineering and customer support experience.
* How to install and configure BT applications and services.
* Diagnostic and troubleshooting techniques for hardware, software, and connectivity issues.
* Logical problem‑solving and customer service best practice.
* Technical knowledge of networking, cabling, and system setups.
* An ICT Comms Tech Level 3 qualification through structured apprenticeship training.
* Exposure to BT’s innovative technologies and future‑ready solutions.
Your Future Career
* Progression opportunities within BT Group across multiple brands (EE, BT, Plusnet, Openreach).
* Potential to move into advanced engineering roles or leadership positions.
* Be part of a global technology leader committed to diversity, inclusion, and sustainability.
* Build a career in a growing industry with roles in field service, technical support, and beyond.
* Access to continuous learning and development programs to keep your skills future‑ready.
About The Apprenticeship You’ll Study For
This apprenticeship will last 18 months. You’ll spend a minimum 20% of your working hours dedicated to learning and studying, and you’ll complete one study day a week. At the end of your hard work, you will gain an ICT Comms Tech Level 3 Qualification.
The training provider is Firebrand, and the college is located in Wyboston Lakes, Bedford. Location – Firebrand Training
Firebrand Training, The Willows, Great N Rd, Wyboston MK44 3AL
What’s in it for you?
* Huge discounts on EE & BT products including your Mobile and Broadband – saving you hundreds of pounds every year.
* Online GP – Giving you access to a GP via telephone or video 24/7 for both you and your immediate family, fully funded by us.
* Market‑leading paid carer’s leave, up to 2 weeks off for carers.
* Volunteering days, so you can give back to your local community.
* Optional Private Healthcare and Dental, to protect you and your family.
* Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
Ready to Apply
It's easy to apply online; just tell us about your details and current education. You will then complete 5 text‑based questions and 1 video question. If successful, you will attend an interview and have the chance to ask questions you might have.
BT Group will never ask for payment during recruitment. All genuine BT Group communications come from @bt.com emails or jobs.bt.com. Our Security and Legal teams are investigating and working with the authorities to stop this activity. Let’s look out for one another and keep our job‑seeking community safe.
A FEW POINTS TO NOTE
Although these roles are listed as full‑time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.
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