IT Support Technician Apprentice (L3) - Comms UK - Dorset, BH21 6SX

COMMS (UK) LTD

WIMBORNE (BH21 6SX)

Closes in 27 days (Wednesday 10 September 2025 at 11:59pm)

Posted on 13 August 2025

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Summary

We’re excited to offer an opportunity for a proactive and customer-focused individual to join our team as a 1st Line Service Desk Technician, with a primary focus on providing remote technical helpdesk support.

Wage

£14,918.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

There may be an opportunity upon passing 6 month probation for an increase dependent on performance

Training course
Information communications technician (level 3)
Hours
37.5 hours (8:30 am to 5pm including 1 hour lunch).  Training day will be treated as day in the office for learning only.  We will incorporate all learning time into 1 day a week

37 hours 30 minutes a week

Start date

Monday 29 September 2025

Duration

1 year 5 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

In this role, you'll be the first point of contact for our managed service customers, helping to resolve technical issues and ensuring a smooth and supportive experience. Your responsibilities will include logging and managing support tickets, handling follow-ups and escalations, and delivering remote and telephone-based support for client infrastructure and end users. 
 
We’re looking for someone who enjoys solving problems, communicates clearly and confidently, and takes pride in providing helpful, timely support. A logical and thoughtful approach to troubleshooting and customer service is essential, along with a genuine enthusiasm for technology and teamwork. 
 
If you're someone who enjoys helping others and wants to grow in a supportive, inclusive environment, we’d love to hear from you! 

Key responsibilities: 

  • Provide 1st Line diagnosis and resolution, maintaining a high level of 1st time fixes 
  • Respond appropriately to technical issues raised, through resolution or escalation 
  • Prioritisation and management of workload to ensure contractual SLAs are met 
  • Act as the first point of contact for technical issues raised 
  • Log all service tickets received via telephone, email and service portal then handle accordingly throughout the stages of the ticket 
  • Provide efficient customer service to a vast client base 
  • Work in accordance with company values, policies, procedures and standards. 
  • Building and maintaining strong relationships with customers through the support you deliver 
  • Maintain concise and clear documentation via ticketing system and knowledge base  
     
    Essential skills, characteristics and experience 
    You’ll thrive in this role if you: 
  • Are motivated and enjoy working in a fast-paced support environment
  • Have a positive, solutions-focused mindset and a commitment to excellent service
  • Feel confident diagnosing and resolving technical issues
  • Can work independently but also value collaboration and shared success
  • Take pride in ensuring our customers feel supported and informed every step of the way
  • Can demonstrate an interest in IT, software and hardware
  • Hold a valid UK driving license and have access to your own vehicle  

Where you'll work

UNIT 8
VICTORY CLOSE
WOOLSBRIDGE INDUSTRIAL ESTAT
WIMBORNE
BH21 6SX

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

TECHNICAL PROFESSIONALS LIMITED

Training course

Information communications technician (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents
  • Interpret and prioritise internal or external customer's requirements in line with organisation's policy
  • Apply the appropriate tools and techniques to undertake fault finding and rectification
  • apply Continuous Professional Development to support necessary business output and technical developments
  • Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
  • Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
  • Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
  • Manage and prioritise the allocated workload effectively making best use of time and resources
  • Complete documentation relevant to the task and escalate where appropriate
  • Install or undertake basic software upgrades,either physically or remotely
  • Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
  • Provide remote/F2F support to resolve customer requirements
  • Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
  • Identify and scope the best solution informed by the system data associated with the task
  • Test and evaluate the system's performance and compliance with customer requirements.
  • Escalate non routine problems in line with procedures
  • Use basic scripting to execute the relevant tasks for example PowerShell, Linux
  • Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
  • Apply the necessary security, in line with access and/or encryption requirements
  • Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
  • Test and evaluate network environments
  • Monitor performance and usage of a network
  • Deploy applications on a network
  • Set up storage and data access for staff
  • Apply necessary security measures, in line with access requirements to a network
  • Carry out routine maintenance across network systems, ensuring organisational compliance
  • Monitor network-related workloads including DNS and firewalls
  • Install or undertake basic upgrades, either physically or remotely
  • Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
  • Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
  • Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
  • Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
  • Interpret and prioritise internal or external customer's requirements in line with organisation's policy
  • Apply the appropriate tools and techniques to undertake fault finding and rectification
  • apply Continuous Professional Development to support necessary business output and technical developments
  • Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
  • Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
  • Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
  • Manage and prioritise the allocated workload effectively making best use of time and resources
  • Complete documentation relevant to the task and escalate where appropriate
  • Install or undertake basic software upgrades,either physically or remotely
  • Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
  • Provide remote/F2F support to resolve customer requirements
  • Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Training schedule

Expected duration: 17 months  
Apprenticeship level: Level 3 (Advanced) 
Programme: Information Communications Technician 
During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Information Communication Technician standard. 
The training covers the following core occupational duties: https://www.instituteforapprenticeships.org/apprenticeship-standards/information-communications-technician-v1-2  

Requirements

Essential qualifications

GCSE in:

  • English (grade 4 (C))
  • Maths (grade 4 (C))

Desirable qualifications

GCSE in:

Computer Science/IT (grade 4 (C))

A Level in:

Computer Science/IT (grade C)

BTEC in:

Computer Science/IT (grade Pass)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • Customer care skills
  • Problem solving skills
  • Team working
  • Initiative
  • Microsoft 365
  • MAC OS Support
  • Wifi Solutions
  • Hardware & Software Knowledge
  • LAN/WAN
  • Motivated
  • Work in a Fast-Paced Setting
  • Positive Mindset
  • Confident
  • Able to Drive

Other requirements

It is a requirement to have five GCSE 9-4 grades or equivalent (including English and Maths) to apply for this type of apprenticeship. If you do not have these grades but have completed numeracy and literacy Key Skills/Functional Skills at level two you may also apply for these apprenticeships. You must also meet the following eligibility criteria to apply for the role: Have been a UK/EEA resident for the last 3 years. Hold valid residency status. Have the right to work in the UK.

About this employer

Comms UK is a Telecoms and IT provider for businesses. We primarily operate in the Dorset and Hampshire areas and have circa 500 active customers  We install and support solutions to businesses of all types and size with a suite of products and services to provide a complete IT & telecoms package    We have built an outstanding reputation over our 30 years in business with our existing and often longstanding customers due to delivering quality products with outstanding service and integrity. We are steadily growing as a business and looking for exciting talent to join our excellent team

https://comms.uk.com/ (opens in new tab)

Company benefits

23 days annual leave + bank holidays, rising to 25 after 2 years. Permanent contract. Continuous support with your learning and development.

After this apprenticeship

During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined classroom-based training, workplace assessment/training and online learning, at the end of which you will have the ability to work as a qualified ICT Support Technician

Ask a question

The contact for this apprenticeship is:

TECHNICAL PROFESSIONALS LIMITED

The reference code for this apprenticeship is VAC1000337062.

Apply now

Closes in 27 days (Wednesday 10 September 2025 at 11:59pm)

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