IT Telecoms Support Apprentice ONE2CALL LIMITED

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.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 07 Jun 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday, 8am to 5pm.

    Total hours per week: 40

  • Expected duration

    16 Months

  • Possible start date

    17 Jun 2024

  • Date posted

    6 days ago

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What you will do in your working day

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

The training you will be getting

Why choose our Cloud Network Specialist apprenticeship? 

QA’s Cloud Network Specialist Level 3 Apprenticeship provides a solid foundation in installing network cabling and hardware. A Cloud Network Specialist’s role is both desk-based and involves visits to clients' premises to resolve issues. Apart from installing network cabling and hardware, they may also be required to assist in the deployment and management of cloud-based services. 

QA’s Cloud Network Specialist Level 3 apprenticeship programme enables the apprentice to:

  • Follow a cloud-first curriculum, covering on-premise and cloud-enabled networking
  • Learn about core networking principles, including network addressing, cloud, virtualisation and security
  • Understand the principles, hardware, protocols and services that form part of on-premise, cloud and hybrid network architectures
  • Train with QA – the largest and leading provider for both Microsoft and AWS training
  • Learn technical content that aligns to, and is relevant to, employers and the market
  • Learn about DevOps methodologies and the fundamentals of databases and data migration

Tools and technologies learned: Learners will learn to use Microsoft Azure, AWS and Google Cloud.

What to expect at the end of your apprenticeship

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

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 

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Team working, Non judgemental


GCSE or equivalent any 3 subjects (Grade 4+ (A*-C)) Essential
GCSE or equivalent English (Grade 3+ (D or above)) Essential
GCSE or equivalent Maths (Grade 3+ (D or above)) Essential

About the employer

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.







S20 3FR

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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

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

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 07 Jun 2024