IT Support Level 3 Apprenticeship 2026 - BDR Voice and Data

About the role:

We are looking for a motivated and enthusiastic ICT Level 3 Apprentice to join our First Line Incident Management Team. This is an excellent opportunity for someone starting their career in IT and telecommunications, gaining hands on experience while working towards a recognised qualification. 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.

Responsibilities:

• 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

Desirable skills:

• A genuine interest in IT, networking, and telecommunications
• Strong communication skills and a polite, professional phone manner
• Willingness to learn and take feedback on board
• Good problem-solving skills and attention to detail
• Basic IT knowledge (e.g. Windows, hardware, networking fundamentals)
• No previous IT experience required — full training provided

Entry requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
• You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
• If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

Working hours:

• 37.5 hours per week, 9am - 5:30pm Monday to Thursday, 9am - 5pm on Fridays

Benefits:

• Trips abroad
• Staff nights out
• Breakfast

Future prospects:

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

How to apply

To apply for this role and to find out more, please click on the apply button. Please note that applications may close before the application deadline, so apply early to avoid disappointment.