IT Support Technician Apprentice (L3) - Comms UK - Dorset, BH21 6SX

In this role, you'll be the first point of contact for our managed service customers, helping to resolve technical issues and ensuring a smooth and supportive experience. Your responsibilities will include logging and managing support tickets, handling follow-ups and escalations, and delivering remote and telephone-based support for client infrastructure and end users. 
 
We’re looking for someone who enjoys solving problems, communicates clearly and confidently, and takes pride in providing helpful, timely support. A logical and thoughtful approach to troubleshooting and customer service is essential, along with a genuine enthusiasm for technology and teamwork. 
 
If you're someone who enjoys helping others and wants to grow in a supportive, inclusive environment, we’d love to hear from you! 

Key responsibilities: 

Provide 1st Line diagnosis and resolution, maintaining a high level of 1st time fixes  Respond appropriately to technical issues raised, through resolution or escalation  Prioritisation and management of workload to ensure contractual SLAs are met  Act as the first point of contact for technical issues raised  Log all service tickets received via telephone, email and service portal then handle accordingly throughout the stages of the ticket  Provide efficient customer service to a vast client base  Work in accordance with company values, policies, procedures and standards.  Building and maintaining strong relationships with customers through the support you deliver  Maintain concise and clear documentation via ticketing system and knowledge base  
 
Essential skills, characteristics and experience 
You’ll thrive in this role if you:  Are motivated and enjoy working in a fast-paced support environment Have a positive, solutions-focused mindset and a commitment to excellent service Feel confident diagnosing and resolving technical issues Can work independently but also value collaboration and shared success Take pride in ensuring our customers feel supported and informed every step of the way Can demonstrate an interest in IT, software and hardware Hold a valid UK driving license and have access to your own vehicle  

Training:

Expected duration: 17 months  
Apprenticeship level: Level 3 (Advanced) 
Programme: Information Communications Technician 
During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Information Communication Technician standard. 
The training covers the following core occupational duties: https://www.instituteforapprenticeships.org/apprenticeship-standards/information-communications-technician-v1-2  

Training Outcome:

During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined classroom-based training, workplace assessment/training and online learning, at the end of which you will have the ability to work as a qualified ICT Support Technician

Employer Description:
Comms UK is a Telecoms and IT provider for businesses. We primarily operate in the Dorset and Hampshire areas and have circa 500 active customers  We install and support solutions to businesses of all types and size with a suite of products and services to provide a complete IT & telecoms package    We have built an outstanding reputation over our 30 years in business with our existing and often longstanding customers due to delivering quality products with outstanding service and integrity. We are steadily growing as a business and looking for exciting talent to join our excellent team

Working Hours :
37.5 hours (8:30 am to 5pm including 1 hour lunch).  Training day will be treated as day in the office for learning only.  We will incorporate all learning time into 1 day a week

Skills:
Communication skills,Customer care skills,Problem solving skills,Team working,Initiative,Microsoft 365,MAC OS Support,Wifi Solutions,Hardware & Software Knowledge,LAN/WAN,Motivated,Work in a Fast-Paced Setting,Positive Mindset,Confident,Able to Drive