First Line Technical Support Apprentice

Job Description – First Line Technical Support

Our client is recruiting for a First Line Technical Support Apprentice to join their team in Horsham.

The Level 3 Information Communication Technician apprenticeship programme offers you the chance to kick‑start your career in an evolving industry.

The Position

Job Title: First Line Technical Support Apprentice

Apprenticeship Course: Level 3 Information Communication Technician

Apprenticeship Duration: 13 Months + Assessment

Location: Horsham

Working Hours: Monday to Friday 8am – 6pm

Salary: £16,000 p/a

What Will You Be Doing?

• Provide 1st Line Technical Support for escalated incidents across broadband, VoIP, and network infrastructure, ensuring timely and effective resolution with minimal supervision.
• Perform advanced diagnostics and fault isolation using tools such as packet capture analysis, SIP tracing, and router configuration interfaces (CLI, GUI).
• Troubleshoot and resolve complex service‑affecting issues including latency, jitter, call routing anomalies, and authentication failures across multi‑vendor platforms.
• Liaise with third‑party providers to escalated and coordinate resolution of external faults.
• Maintain comprehensive and structured ticket documentation, ensuring all actions, timestamps, and communications are logged in accordance with internal standards and regulatory frameworks (ISO 27001, GDPR).
• Conduct validation testing post‑resolution, including line tests, QoS verification, and service restoration checks to ensure no residual impact to the customer.
• Proactively monitor ticket queues and system alerts, triaging based on severity, SLA targets, and customer impact to maintain operational efficiency.
• Contribute to root cause analysis and problem management by identifying recurring faults and proposing long‑term fixes or process improvements.
• Collaborate with engineering, provisioning, and service delivery teams to ensure seamless handovers and coordinated resolution of cross‑functional issues.
• Demonstrate a strong working knowledge of IP networking (DNS, DHCP, NAT, VLANs), SIP protocol behaviour, and broadband technologies (FTTC, FTTP, ADSL).

What do we need from you?

• A passion for telecoms and customer support
• A natural focus on quality and solution driven
• Customer driven, proactively seeking to exceed customer expectations
• Demonstrable experience of driving quality throughout a team and organisation
• Effective handling of customer complaints
• Strong customer conflict skills and naturally customer centric
• Excellent interpersonal and communication skills
• Hands‑on and passionate about supporting with team workload
• Strong organisational skills and ability to multitask in a fast‑paced, growing business
• Strong attention to detail and aptitude for problem solving
• Established experience within customer service – warm and open approach to customers
• Flexible to the needs of the business
• Proactive team player, with experience in a fast‑paced environment
• Strong understanding of configuration of routers
• Strong personal interest in IT / Telecoms

What benefits will you receive?

• 50% off Broadband & Utility packages, completely free after two years
• £1,000 Refer A Friend Scheme
• 33 days holiday allowance including bank holidays
• 5 additional days leave granted based upon length of service
• £250 Bright Ideas Scheme
• Kudos Employee Recognition Scheme – Including Days Out
• Buy & Sell holiday allowance scheme
• Death in service benefit
• Pension scheme
• Eye care vouchers
• Friday fridge
• Paid Charity leave

Eligibility Criteria

Individuals must have a valid and eligible residency status to apply for this role.

Safeguarding and Values Commitment

• Uphold and champion our values, code of conduct, and safeguarding principles.
• Take personal responsibility for understanding and adhering to all safeguarding procedures and policies.
• Promote a culture of safety and wellbeing through a proactive “do no harm” approach.
• Recognise and act on their responsibility in supporting, strengthening, and enforcing safeguarding practices across all areas of work.
• Understand and meet any role‑specific safeguarding duties — including, in this position, actively identifying and reporting concerns, engaging in relevant training, and modelling safe and inclusive behaviours in all apprentice interactions.

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