IT Telecoms Support Apprentice

Type: Apprentice
Region: Yorkshire and The Humber

Employer description: 

Here at One2Call our mission is to get ‘technology on your side’, working for you, not against you. We work with a wide range of businesses, big or small, across all sectors. 

Including; Logistics, Manufacturing, Hotels, Restaurants, Care Homes, Legal, Charities and much more. Offering bespoke solutions that are tailor made for your business’ needs. This means we take the time to assess your business, to understand what it is your business needs to operate more effectively and safely in its current environment.


We are now looking for an eager candidate to join us as an apprentice. 

As an IT Apprentice, you will be working towards fulfilling a 1st Line Support and Triage Engineer role, focusing on voice and communication technologies. 

You will be part of a team responsible for answering customer support calls, chats, and new tickets within our support ecosystem. You will be required to work on 1st line tickets or escalate as required. 

You will be expected to provide feedback and assist the team leaders to ensure your individual and team SLAs and KPIs are exceeded. 

We would like you to join our talented team and contribute to our growing and ever evolving practice and be part of our success.

Key Responsibilities & Ethos:

  • Answer calls, web chats and independently assign existing tickets to yourself, with a focus on communication-related queries 
  • Triage tickets and categorise them in line with our process 
  • Provide IT and Voip support to our customers remotely 
  • Liase with our customers 3rd party Software providers and our own suppliers to create and update upstream cases, particularly for VoIP and communication services 
  • Provide regular and relevant updates to customers during the support process
  • Field Installation and Fault Finding: The role will involve a mix of helpdesk-based support and fieldwork, accompanying a senior engineer for on-site installations or fault-finding tasks 

Future product exposure and experience:

  • Focusing on VOIP Products 3cx Hosted Telephony, Voice As a Service, Microsoft Teams, Sip Trunking
  • Integration Technologies to enhance Voip Systems
  • Communications Services – Leased Lines, 5G, Wireless Point to Point, SaaS
  • Microsoft 365 Products
  • Cloud and on remise Backup Solutions – Veeam, Acronis

Personal qualities: [You must be] 

  • Punctual 
  • Humble 
  • Proud of your work 
  • Able to work in a team 
  • Unafraid to ask for help 
  • Eager and want to learn 
  • Self-motivated 

Entry requirements:

  • 3 GCSE’s (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 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. 

Business Benefits: 

  • Free onsite parking with EV charging points?
  • Exercise scheme – longer breaks to enable employees to exercise 
  • Air-conditioned offices with shower facilities  
  • Increased Holiday Entitlement with Service 
  • Career progression with personal development plans?
  • Training opportunities?
  • An active formal and informal social calendar with team rewards
  • Always real opportunities for progression for those that want to
  • Long term employment 

Future prospects:A permanent role will be available upon successful completion of the apprenticeship. 

Important information: 

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we’re a top 50 training provider, dedicated to helping you succeed. 

Apply now!

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