Customer Support Technician Apprentice - Exeter
BT GROUP PLC
Exeter (EX1 3QD)
Closes in 18 days (Sunday 22 February 2026)
Posted on 2 February 2026
Contents
Summary
Our Support Technicians look after service in the field, which means working on-site with our diverse range of customers, from small local businesses right up to large FTSE 100 corporate organisations, no two days are the same!
- Wage
-
£23,810 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday with start times 8:30 am/9 am and finish times 5 am/5:30 pm
37 hours 30 minutes a week
- Start date
-
Monday 6 July 2026
- Duration
-
1 year 6 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
About this role
- Work on-site with a diverse range of customers, from small local businesses to large FTSE‑100 organisations, with no two days the same
- Support customers with a wide variety of needs across hardware, software, and infrastructure
- Visit customer sites to install, set up, and optimise BT products and services, as well as carry out non‑complex repairs
- Engage directly with customers, talking through ideas, resolving issues, and ensuring their services are fully optimised
- Recommend suitable digital products and services to help customers get the most from their technology
- Travel between customer locations as part of a dynamic, field- based role
- Join a supportive team where full training is provided—technical passion and a proactive attitude matter more than prior experience
What You’ll Do:
- Work on-site across different customer locations
- Install, configure, and optimise BT products, apps, and services
- Carry out non‑complex repairs and provide desk-side support for devices such as laptops, PCs, and printers
- Support installations, migrations, and rollouts
- Diagnose and resolve hardware and software issues
- Guide customers through solutions and recommend suitable digital products and services
Where you'll work
Interserve House
Oberon Road, Exeter Business Park
Exeter
EX1 3QD
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
FIREBRAND TRAINING 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
This apprenticeship will last 18 months, and you’ll spend a minimum 20% of your working hours will be dedicated to learning and studying. You’ll also complete one “study day” a week. At the end of your hard work, you will gain an ICT Comms Tech Level 3 Qualification.
The training provider is Firebrand and the college is located in Wyboston Lakes, Bedford.
Requirements
Essential qualifications
GCSE in:
- Any (grade 4)
- Any (grade 4)
- Any (grade 4)
- English (grade 4)
- Maths (grade 4)
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
- Logical
- Initiative
Other requirements
Please also note that this is a field role and will require you to travel in your van. As a result, you’ll need to hold a full manual driving licence with no more than six points. Please note that, due to the nature of the work we do, some of these roles may require security clearance. The Early Careers recruitment team will explain this to you.
About this employer
You’re not just looking for a career, you’re looking to make a difference. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. And we use the power of technology to help solve big challenges, like climate change and cyber security. From day one, you’ll have a voice at BT Group. You’ll get stuck in to tough challenges, pitching ideas and making things happen. You won’t be alone though: we’ll be there with help and support through you’re learning and development. You’ll make great friends, discover new talents, and feel part of something exhilarating. This is your chance to make a real difference to the world. Grab it.
https://jobs.bt.com/content/Apprenticeships---BT-Group/ (opens in new tab)
Company benefits
- Discounts on EE & BT products
- Online GP
- Paid carer’s leave
- Support in carving your own career path
- Volunteering days
- Optional Private Healthcare and Dental
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
- Once you have qualified you will be a fully qualified BT Business Customer Engineer
Ask a question
The contact for this apprenticeship is:
FIREBRAND TRAINING LIMITED
The reference code for this apprenticeship is VAC2000012248.
Apply now
Closes in 18 days (Sunday 22 February 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.