Overview
We are looking for a motivated and enthusiastic apprentice to join our technical support team as a 1st Line Support Engineer. This role is ideal for someone at the beginning of their IT or telecoms career who is keen to gain hands-on experience supporting real customers, systems, and networks while developing their technical knowledge through an apprenticeship. The successful candidate will provide first-line support across our cloud-based telephone systems and network services, handling day-to-day requests, user administration, and basic configuration tasks. This role plays a key part in ensuring customers receive a responsive, professional support experience while allowing senior engineers to focus on more complex technical work. Throughout the apprenticeship, there will be opportunities to learn and assist with more advanced issues, building towards progression into a higher-level support role.
Key Responsibilities
* Cloud Telephony Support
o Create, amend, and maintain cloud-based telephone system configurations
o Process customer requests such as: Name changes; Call routing updates; User and extension management
o Perform basic system changes on live environments, following agreed processes
o Assist users with: Password resets; Login issues; General system access problems
* User Support & Training
o Provide first-line support to end users via phone, email, and ticketing system
o Deliver basic to moderate user guidance, such as explaining how existing features work and helping users understand system functionality
o Ensure issues are clearly logged, tracked, and updated within the internal CRM
* Network & Connectivity Support
o Support customer network connections by running basic diagnostics via online provider portals
o Identify common connectivity faults and book engineer visits where required
o Carry out basic network maintenance tasks, including changing Wi-Fi usernames and passwords, configuring new routers prior to dispatch, and preparing equipment for installation or replacement
* Communication & Liaison
o Speak directly with customers in a professional and confident manner
o Liaise with third-party providers for telephony and network services
o Communicate updates, issues, and resolutions clearly to customers and internal team members
o Maintain accurate records of all work completed in the CRM
* Learning & Development
o Gain hands-on experience supporting live customer systems
o Learn structured troubleshooting and escalation processes
o Shadow senior engineers and gradually assist with more complex technical issues
o Develop technical, communication, and problem-solving skills throughout the apprenticeship
o Build a strong foundation for progression into a 2nd Line Support role
Skills & Attributes
Essential
* Strong interest in IT, networking, or telecommunications
* Confident and polite telephone manner
* Willingness to speak directly with customers and suppliers
* Good written and verbal communication skills
* Ability to follow processes and document work clearly
* Eagerness to learn and develop technical skills
Desirable (but not essential)
* Basic understanding of: IT systems or networking, VoIP or cloud services
* Previous customer service experience
What We Offer
* A structured apprenticeship with real-world technical experience
* Exposure to cloud telephony, networking, and customer support
* Support and mentoring from experienced engineers
* Clear progression opportunities within the technical support team
Apprenticeship standard: Information Communications Technician (Network Technician Pathway) Level 3 Apprenticeship.
Working week: 37.5 Hours per week.
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