> Description About BDR Voice and Data: BDR Voice and Data is a growing communications and IT services provider, delivering reliable voice, data, and IT solutions to business customers. We pride ourselves on excellent customer service, technical expertise, and developing talent from the ground up. About the role: We are looking for a motivated and enthusiastic ICT Level 3 Apprentice to join our First Line Incident Management Team. This is an excellent opportunity for someone starting their career in IT and telecommunications, gaining hands on experience while working towards a recognised qualification. You’ll be the first point of contact for customers, learning how to diagnose, resolve, and escalate technical issues while delivering a professional and friendly service. Responsibilities: Acting as first-line support for incoming incidents via phone, email, and ticketing systems Logging, categorising, and prioritising incidents accurately Providing basic technical support for: IT systems and hardware, network and connectivity issues, and voice and telephony services Troubleshooting issues using knowledge bases, and guidance from senior engineers Escalating unresolved incidents to second-line or third-line teams when required Communicating clearly with customers, keeping them informed of progress Maintaining accurate documentation and ticket notes Supporting general IT and operational tasks as required Desirable skills: A genuine interest in IT, networking, and telecommunications Strong communication skills and a polite, professional phone manner Willingness to learn and take feedback on board Good problem-solving skills and attention to detail Basic IT knowledge (e.g. Windows, hardware, networking fundamentals) No previous IT experience required — full training provided Entry requirements: 3 GCSEs (or equivalent) at grades 4 (A-C) in any subject GCSE Maths and English (or equivalents) at grades 3 (D or above) Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme. If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. For more information please visit the UK ENIC website. Working hours: 37.5 hours per week, 9am - 5:30pm Monday to Thursday, 9am - 5pm on Fridays Benefits: Trips abroad Staff nights out Breakfast Future prospects: 90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average. About QA: Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. Interested? Apply now! Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.