1st Line IT Support Engineer Apprentice

COMMS (UK) LTD

WIMBORNE (BH21 6SX)

Closes in 22 days (Friday 25 September 2026 at 11:59pm)

Posted on 2 September 2026

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Contents

Summary

​​We have an opportunity for a motivated individual to predominantly provide remote technical helpdesk support. As a 1st Line Service Desk Engineer you will be responsible for technical support and ticket resolution for a wide range of managed service customers.

Wage

£15,660 a year

Minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday- Friday Shifts to be confirmed

37 hours 30 minutes a week

Start date

Monday 5 October 2026

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

You will be the first point of contact for support queries and will have full responsibility for logging and handling tickets, escalations and follow ups. The role will involve fault diagnosis and resolution, providing remote and telephone support for client infrastructure and end-users.  

​The candidate must be a highly motivated engineer, with a ‘can do’ attitude and a thorough, logical approach to reactive & pro-active support services. They must be sufficiently skilled in our core product and service areas to ensure fault calls are responded to and rectified in an efficient and timely manner, within given SLA’s as required and proud to report satisfactory customer communications. ​ 

You will also:

  • 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 and 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  

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 
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 Communications Technician qualification. 

The training covers the following core occupational duties: 
 https://skillsengland.education.gov.uk/apprenticeships/st0973-v1-2 

Requirements

Essential qualifications

GCSE in:

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

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

Skills

  • IT skills
  • Attention to detail
  • Organisation skills
  • Problem solving skills
  • Logical

Other requirements

Ideal skills: 

  • Previous experience providing 1st Line Support for a Managed Service Provider preferred 
  • Microsoft 365 support and administration including security configurations 
  • Microsoft Windows Server and Desktop Support  
  • Mac OS Server and Desktop Support preferred 
  • Customer backups and software updates 
  • Network Infrastructure covering LAN/WAN 
  • Knowledge of virtualisation preferred 
  • Supporting and administering managed Wi-Fi solutions 
  • Working knowledge of PC hardware troubleshooting, installation and configuration
  • Experience working within a service/helpdesk environment

Person Specification:

  • Experience providing excellent customer service whilst working under pressure to SLA’s
  • The ability to work accurately under pressure, to deadlines
  • Excellent organisational, multitasking and planning skills
  • Preferred previous B2B experience/
  • Managed Service Provider background 
  • A full and valid UK driving license

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.  
 
Eligibility 
You must 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.  

Company benefits

  • 23 days + bank holidays, rising to 25 after 2 years  
    Salary sacrifice pension scheme with 3% employer contribution  
  • Opportunities for enhanced sick pay from 1 year of service and further increases thereafter 
  • Death in service benefit after 1 year of service 
  • Contributions to IT equipment/upgraded desk chair 
  • Free Parking  

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

  • Upon completion, the successful candidate will have gained a Level 3 Information Communications Technician qualification

Ask a question

The contact for this apprenticeship is:

TECHNICAL PROFESSIONALS LIMITED

Brooke Hutton

b.hutton@learn-tech.com

The reference code for this apprenticeship is VAC2000050475.

Apply now

Closes in 22 days (Friday 25 September 2026 at 11:59pm)