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The IT Apprentice works within the Technical Operations Department providing a high level of technical support across the Company, both to internal staff and to external customers. The IT Apprentice has an innovative approach in problem solving whilst delivering high levels of customer service at all times.

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Closing date: 03 Nov 2021

Apprenticeship summary

  • Annual wage


  • Working week

    Monday - Friday, 8.30am - 5.30pm

    Total hours per week: 40.00

  • Expected duration

    18 months

  • Possible start date

    17 Nov 2021

  • Date posted

    04 Oct 2021

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

Duties will include:

  • Ability to manage, troubleshoot and provide resolution of service incidents across IT and WAN products and services, including but not limited to: Server installation, configuration and support 
  • Network infrastructure installation, configuration and support 
  • Desktop installation, configuration and support 
  • Software installation, configuration and support 
  • Fixed Line Connectivity 
  • Data Connectivity Solutions including ADSL, EFM, DIA and Leased Lines 
  • Use of remote management solutions to assist with resolving service incidents 
  • Deliver high levels of customer satisfaction 
  • Proactive use of the service boards to ensure workflow is prioritised and in line with customer SLA’s 
  • Provide regular communication and support to customers via email, telephone and service tickets 
  • Use of carrier portals to raise and escalate customers’ support queries through to completion 
  • Ensure all customer information is tracked and kept up to date on the company system 
  • Communication and escalation with carriers and suppliers where required 
  • Support, co-ordinate and maintain relationships with internal teams where required 
  • Monitoring systems for alerts 
  • Managing communication between customers and internal parties 
  • Ensuring SLA’s are adhered to 
  • Proactive updating and monitoring of existing IT systems ensuring they are maintained and kept up to date 
  • Involvement in technical projects for technology deployments/upgrades etc. required by the client 
  • Any other duties as required by the line manager commensurate with the position 

Requirements and prospects

Desired skills

  • Basic knowledge of Microsoft based operating systems, particularly Windows desktop technologies 
  • Basic understanding of PC hardware set-up and configuration 
  • Basic technical understanding of Fixed Line and WAN Data Connectivity Solutions 
  • Excellent telephone manner 
  • Good communication skills are essential (both written and verbal) 
  • Outstanding attention to detail and accuracy 
  • Adaptability and initiative 
  • A positive “can-do” attitude 
  • A self-motivated and pro-active approach 
  • Ability to work to deadlines, organise and prioritise workload 
  • Reliable, flexible and cooperative 
  • Respects the importance of confidentiality

Personal qualities

  • Efficient 
  • Enjoys working with and speaking to people 
  • Is patient, tactful, diplomatic and approachable 
  • Able to remain calm when faced with challenging situations and individuals 
  • Communicates in an open, candid, complete and consistent manner 
  • Delivers to high standards – time, cost, quality, efficiency and value 
  • Understands how own role contributes to business objectives and internal customer satisfaction 
  • Tackles potential problems on own initiative 
  • Commitment to further professional and personal development 
  • Good attention to detail and accuracy 
  • A pro-active approach 
  • Enthusiastic, analytical, creative, innovative and confident 
  • Puts in a sustained effort to get things right; stays focused on the end result
  • Delivers against expectations on or ahead of time 
  • •lIs able to work as part of a team 
  • Is comfortable with adaptation and embraces change in order to deal with frequent modifications to process, roles and tasks 
  • Has a strong self-awareness and a keen understanding of how to present themselves and interact appropriately and professionally with other members of staff and external customers 
  • Ability to engage and earn trust of various different teams within the business

Desired qualifications

  • A* - C / 9 - 4 grade GCSE and a keen interest and enthusiasm towards IT/Telecoms

Future prospects

  • There could be scope to join the business full time, we offer a range of internal training, and more responsibility

Things to consider

  • This role is primarily office based
  • Off the job training will be completed via the relevant training partner

About the employer

An independent business telecoms and cloud communications provider, delivering fixed line, mobile, unified communications, connectivity and cloud solutions. Based in Hampshire, we operate a UK-wide network of regional offices and employ over 600 staff. We have partnered with the best technology and communications partners globally to offer our customers the pick of the best solutions on the market.




Onecom House

4400 Parkway



PO15 7FJ

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Training provider

Basingstoke ITEC

Applications for this apprenticeship are being processed by Basingstoke Itec


Kate Staples 01256471161

Level 3 IT Solutions Apprenticeship Standard:

  • Basingstoke ITEC will be your training provider 

Apprenticeship standard

IT solutions technician

Level 3 (A level)

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