IT Support Apprentice

You'll be the first point of contact for customers, learning how to diagnose, resolve, and escalate technical issues while delivering a professional and friendly service.

What you'll do

• Acting as first-line support for incoming incidents via phone, email, and ticketing systems
• Logging, categorising, and prioritising incidents accurately
• Providing basic technical support for: IT systems and hardware, network and connectivity issues, and voice and telephony services
• Troubleshooting issues using knowledge bases, and guidance from senior engineers
• Escalating unresolved incidents to second-line or third-line teams when required
• Communicating clearly with customers, keeping them informed of progress
• Maintaining accurate documentation and ticket notes
• Supporting general IT and operational tasks as required

Training

The programme integrates live and online workshops with self-paced learning, employing a guided discovery approach for individual learner contexts.

Learners are assigned a Digital Learning Consultant (DLC) for personalised coaching and support. These specialists ensure their successful progress, wellbeing, and readiness for assessments.

After the apprenticeship

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Skills

• Communication skills
• IT skills
• Attention to detail
• Problem solving skills

Qualifications

• Essential: GCSE, Any subject (grade 4+ (A-C))
• Essential: GCSE, Maths and English (grade 3+ (D or above))

Benefits

• Trips abroad
• Staff nights out
• Breakfast

About the employer

BDR Voice and Data is a growing communications and IT services provider, delivering reliable voice, data, and IT solutions to business customers. We pride ourselves on excellent customer service, technical expertise, and developing talent from the ground up.

Apprenticeship details

• Course: Information communications technician (level 3), Digital
• Apprenticeship level: Advanced (level 3)
• Training provider: QA LIMITED
• Expected duration: 1 Year 5 Months
• Hours: 37.5 hours a week. Working week: 9.00am - 5.30pm Monday - Thursday and 9.00am - 5.00pm on Fridays.
• Start date: 9 November 2026
• Positions available: 4
• Wage: £18,000 a year