Apprentice Network Support Agent Invoco Ltd

We are currently recruiting for a busy leading-edge telecoms company in Bromsgrove. The company provides Hosted Telephony and Voice over IP solutions for business. Whilst the company is small it covers a wide range of telecom technologies offering potential candidates huge growth and learning opportunities in many different disciplines.

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Closing date: 03 Nov 2017

Apprenticeship summary

  • Weekly wage


    Wages explained

    The current National Minimum Wage for an apprentice is £3.50 an hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year.
    Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year.
    The minimum wage rates are £5.60 an hour for 18-20 year olds and £7.05 for anyone aged 21 and over.
    Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).

  • Working week

    Monday-Friday 9am-5pm

    Total hours per week: 37.50

  • Apprenticeship duration

    15 months

  • Possible start date

    06 Nov 2017

  • Date posted

    21 Sep 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number


  • Positions

    1 available

Reporting to the Senior Network Engineer your duties will include:

  • Responsibility for monitoring the support inbox and reply to clients within 30 minutes
  • Handle telephone calls and emails from clients and create support incidents as needed
  • Provide 1st line support to clients – via telephone, email and remote working
  • Provide onsite support to clients
  • Help to develop guides to help with training
  • Identify areas for improvement within support to improve service delivery to clients
  • Strive to improve communication both internally and with clients
  • Additional duties as deemed appropriate to the role and business needs

Part of this role includes the requirement to maintain excellent relations with the customer and other resolver groups, guiding and aiding effective incident resolutions, maintaining a knowledge base of known errors and resolutions. As the first line of contact with customers you must maintain a professional and corporate image of the company at all times.


Requirements and prospects

Desired skills

  • 5 GCSE’s at grade C or above to include maths and a science or technical subject
  • Must be able to demonstrate good problem solving skills
  • Excellent telephone manner & customer facing skills
  • Organisational skills to follow procedures and complete tasks within given time frames using incident management tools
  • Ability to communicate technical information to the user estate with a genuine desire to assist the customer

Personal qualities

  • Enthusiasm to learn and progress
  • Be motivated to achieve outstanding levels of customer service in a team environment
  • Computer literate

Qualifications required

A minimum of 5 GCSE’s C and above Including Maths and English (or equivalents)


Future prospects

Full time role

Things to consider

Apprenticeship National Minimum Wage (ANMW): The National Minimum Wage for Apprentices is £3.50 per hour. This is the legal minimum pay per hour applying to 16-18-year-old apprentices and those aged 19 and over in the first year of their apprenticeship. For apprentices 19 or over who have completed their first year and are continuing their apprenticeship, the National Minimum wage appropriate to their age applies. It is highly important that you do not contact the Employers directly – any attempt of this may invalidate candidate’s application. Should you have any queries regarding your Application or the job itself, please contact your 3aaa Training Academy.

About the employer

The company is small but growing and very busy and as such you will be joining a very customer focused team. You must be prepared to assist in a number of areas this will include support, development, customer service and project work. The company have an excellent staff retention rate and are committed to developing their staff so this is a fantastic opportunity for the right person.


Invoco Ltd


Unit 6


B60 4AL

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Training provider

Throughout the duration of your Apprenticeship (typically 15 months) you will be required to attend the 3aaa Technology Academy in Worcester for 30 days of training across five months featuring structured training. The remainder of your training will be completed in the workplace with your Employer. You will work towards a Level 3 Apprenticeship standard – Infrastructure Technician. The qualifications consist of:

  • Level 2 Functional Skills English and Maths (if applicable)
  • Knowledge Module 1 - Networking and Architecture   
  • Knowledge Module 2 - Mobile and Operating Systems   
  • Knowledge Module 3 - Cloud Services  
  • Knowledge Module 4 - Coding and Logic   
  • Knowledge Module 5 - Business Processes
  • One vendor certification selected based on your job role and individual capabilities (Typically a Microsoft Technical Associate (MTA) certification)

Knowledge Modules are specified by the British Computer Society (BCS)


Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider


Applications for this apprenticeship are being processed by ASPIRE ACHIEVE ADVANCE LIMITED


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Closing date: 03 Nov 2017