IT Support Apprentice (AQL telecommunications) (A Q) LIMITED

Providing first line support to AQL’s varied customer base. Working to strict SLAs, following correct escalation procedures, ensuring the timely resolution of incidents and problems as prioritised in agreed service levels.

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Closing date: 08 Jan 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Monday - Friday, 8:50am – 5:10pm

    Total hours per week: 37

  • Expected duration

    18 Months

  • Possible start date

    15 Jan 2024

  • Date posted

    09 Nov 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What you will do in your working day

First line support

  • Effective incident ticket queue management and ownership of logged incident tickets.
  • Initial customer fault investigation on our SMS, FAX, Voice, 3G/4G data and WIFI & Leased Line platforms.
  • Managing and responding to automated internal alerts.
  • Upkeep of internal IT documentation.


  • Scheduling and coordination of number porting’s with customers and other carriers within agreed SLAs.
  • Verifying the porting requirement raised by customers for various products.
  • Initiating porting requests with carriers, regularly following up on progress and finalising porting dates.
  • Notifying customers regarding scheduling of their number porting requests.
  • Porting rejection management in coordination with customers and other carriers.
  • Coordinating with various internal teams in line with requirements.
  • Reacting to escalations as per business priority.
  • Attending regular calls with customers as applicable.

The training you will be getting

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

  • Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
  • Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
  • Prioritise systems support tasks and monitor and maintaining system performance.
  • Maintain regulatory, legal and professional standards.
  • Support the information systems needs for your business.

What to expect at the end of your apprenticeship

The role offers long term security and the opportunity to progress into a permanent position.

Requirements and prospects

Desired skills and personal qualities

Communication skills, Organisation skills, Team working, Initiative, Confident, Tech savvy, Ability to prioritise workload, Written communication skills, Strong work ethic, Proactive, Word , PowerPoint and Outlook


GCSE or equivalent English (Grade A*-C/9-4 or equivalent) Essential
GCSE or equivalent maths (Grade A*-C/9-4 or equivalent) Essential

About the employer

AQL is a UK based, regulated telecommunications operator. AQL. specialise in providing secure, reliable wholesale access to the fixed and mobile networks to government, enterprise and to innovators. aql is responsible for the voice services and numbering on over 80 million numbers for over 20 UK ISP’s, routes over 1 million SMS text messages per day and has enabled over 40 UK MVNO brands. aql also own and operate a significant national data network and secure datacentre sites within the UK.




Salem Chapel, Hunslet Road


LS10 1JW

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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience


Ami Wilson


Apprenticeship standard

Information communications technician

Level 3 (A level)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Before you apply

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