ICT Level 3 Apprentice

Customer Support:

Act as the first point of contact for customer inquiries related to broadband, VoIP telephony, and mobile services. Handle incoming support requests via phone, email, and ticketing systems. Assist in diagnosing and resolving common connectivity, VoIP, and mobile network issues

Technical Troubleshooting:

Learn to identify and resolve issues with broadband connections (e.g., Wi-Fi, router configurations, and line stability). Gain knowledge in setting up and supporting VoIP services, including troubleshooting call quality and connectivity problems. Support customers with mobile-related issues, such as network settings and SIM activation.

Systems & Tools:

Familiarise yourself with internal systems, including CRM platforms, ticketing software, and monitoring tools. Maintain accurate records of customer interactions and technical resolutions in the system. Assist in reporting service faults and escalating to senior technicians or providers when necessary.

Learning & Development:

Participate in structured training programs to build technical knowledge and customer service skills. Shadow experienced colleagues to learn advanced troubleshooting techniques and support processes. Work towards industry-recognised certifications in networking, telephony, and mobile technologies (e.g., CompTIA, etc.).

Training:
You will undergo training in the workplace on the job as well as attending taught sessions at New College Swindon. Skills, knowledge and behaviours as set out in the Information Communications Technician Level 3 Standard.  Information communications technician / Institute for Apprenticeships and Technical Education

Training Outcome:
Career progression opportunities within the technical support or engineering teams. Permanent position

Employer Description:
Over 35 years ago, Nigel and Mamie discovered they both shared an intolerance of poor service and were often frustrated by the low level of interaction they received as paying customers (this is still true now) and there are no end of reports about Nigel, in particular, having broken multiple telephones when trying to get satisfaction. They knew they “could do IT better” and Multidata was born. Their mantra was simple, “offer great service and make it easy for people to do business with us”. This proved highly successful, so much so that in 1996 they won the DTI Exporter of the year and added Apple, HP,Siemens and other major IT vendors to their customer list. As the internet was exploding in the 90s Multidata moved into the Broadband and Telecoms Services market with the idea of offering top-notch services to Local Authorities across the UK. As the new kids on the block, it was safe to say that Local Authority IT Managers were cautious at first, after all, nobody ever got fired for buying BT did they! However, quite a number were intrigued enough by the Multidata proposition (twice the speed for half the price) to try a single broadband line. One quickly became two, two became four and so on until in some cases it became hundreds. It wasn’t long before Local Authorities across the UK and businesses of all shapes and sizes wanted to join the party. Over Three decades later… Now with many hundreds of broadband fans both large and small raving about them, Multidata started to get asked can we get “other services” from you too?”.

Working Hours :
Monday - Thursday, 9.00am - 5.00pm, including time at college.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative