Job Description – First Line IT Technical Support Apprentice The Opportunity Our client is recruiting for a First Line IT Technical Support Apprentice to join their team in Horsham RH13. The Level 3 Information Communication Technician apprenticeship programme that we are offering, will allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational. The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help really drive your career forward. We are here to guide and support you every step of the way! The Position Job Title: First Line IT Technical Support Apprentice Apprenticeship Course: Level 3 Information Communication Technician Apprenticeship Duration: 13 months EPA Location: Horsham RH13 Working Hours: Monday to Friday 8:30 – 17:30 Salary: £16,000 p/a What Will You Be Doing? · Provide 1 st Line Technical Support for escalated incidents across broadband, VoIP, and network infrastructure, ensuring timely and effective resolution with minimal supervision. · Perform advanced diagnostics and fault isolation using tools such as packet capture analysis, SIP tracing, and router configuration interfaces (e.g., CLI, GUI). · Troubleshoot and resolve complex service-affecting issues including latency, jitter, call routing anomalies, and authentication failures across multi-vendor platforms. · Liaise with third-party providers (e.g., carriers, hardware vendors, hosted service platforms) to escalate and coordinate resolution of external faults. · Maintain comprehensive and structured ticket documentation, ensuring all actions, timestamps, and communications are logged in accordance with internal standards and regulatory frameworks (ISO 27001, GDPR). · Conduct validation testing post-resolution, including line tests, QoS verification, and service restoration checks to ensure no residual impact to the customer. · Proactively monitor ticket queues and system alerts, triaging based on severity, SLA targets, and customer impact to maintain operational efficiency. · Contribute to root cause analysis and problem management by identifying recurring faults and proposing long-term fixes or process improvements. · Collaborate with engineering, provisioning, and service delivery teams to ensure seamless handovers and coordinated resolution of cross-functional issues. · Demonstrate a strong working knowledge of IP networking (DNS, DHCP, NAT, VLANs), SIP protocol behaviour, and broadband technologies (FTTC, FTTP, ADSL). What do we need from you? · A passion for telecoms and customer support · A natural focus on quality and solution driven. · Customer driven, proactively seeking to exceed customer expectations. · Demonstrable experience of driving quality throughout a team and organisation · Effective handling of customer complaints · Hold strong customer conflict skills and naturally customer centric. · Excellent interpersonal and communication skills · Naturally hands on and passionate about supporting with team workload. · Strong organisational skills and ability to multitask in a fast paced, growing business. · An aptitude for problem solving and strong attention to detail. · Established experience within customer service - Warm and open approach to customers · Flexible to the needs of the business · Proactive team player, with experience in a fast-paced environment · Strong understanding of configuration of routers. · Strong personal interest in IT / Telecoms What benefits will you receive? · 50% off our Broadband & Utility packages, completely free after two years · £1,000 Refer A Friend Scheme · 33 days holiday allowance including bank holidays · 5 additional days leave granted based upon length of service · £250 Bright Ideas Scheme · Kudos Employee Recognition Scheme – Including Days Out · Buy & Sell holiday allowance scheme · Death in service benefit · Pension scheme · Eye care vouchers · Friday fridge · Paid Charity leave Eligibility Criteria Individuals must have a valid and eligible residency status to apply for this role. About ITP We help employers develop their best talent and inspire the next generation through apprenticeships, mentoring and training, we’re plugging the UK’s digital skills gap to provide a workforce for the future. If this sounds like the role for you, get in touch! Once we receive your application, one of our team will be in touch to help you with the next stage. The ITP are working on behalf of a third party to advertise their vacancy. By submitting your CV, you agree to be contacted by The ITP and your information to be passed on to a third party. Safeguarding and Values Commitment The ITP is committed to safeguarding and promoting the welfare of learners and expects all staff and volunteers to share this commitment. Successful appointment to this role will require satisfactory completion of recruitment checks. At the ITP, we are fully committed to safeguarding and promoting the welfare of all learners and creating a safe, inclusive, and respectful workplace. We expect every team member to: Uphold and champion our values, code of conduct, and safeguarding principles. Take personal responsibility for understanding and adhering to all safeguarding procedures and policies. Promote a culture of safety and wellbeing through a proactive “do no harm” approach. Recognise and act on their responsibility in supporting, strengthening, and enforcing safeguarding practices across all areas of work. Understand and meet any role-specific safeguarding duties — including, in this position, actively identifying and reporting concerns, engaging in relevant training, and modelling safe and inclusive behaviours in all apprentice interactions. At the ITP, our company culture is important to us, and all employees and consultants are expected to operate in line with our values: · We change lives - We strive to make a difference for our apprentices, clients, members, ourselves, and our team on a daily basis. We push for diversity and inclusion in our industry by challenging perceptions. We embrace individuality. We believe that everyone is equally important. · We are genuine and honest - We breed trust amongst clients, apprentices, members, and the team. We take responsibility for our words, actions, and results. We are human. We encourage one another through honesty and transparency. · We are innovative and unique - We are empowered by innovation. We strive to make the impossible, possible. We are proud to be the only organisation of our kind, of who we are and how we got here. · We are Personable - We remind ourselves what it’s like to be in others shoes. We have authentic conversations; we are real and so are our relationships. · We are stronger united - We share our knowledge and experiences. We celebrate one another on our achievements. We value and encourage one another because we win or lose as a team.