First Line Technical Support Apprentice

The ITP • Horsham, England, United Kingdom • 1d ago

JobDescription–

FirstLineITTechnical SupportApprentice

The Opportunity

OurclientisrecruitingforaFirstLineITTechnicalSupportApprenticetojointheirteaminHorshamRH13.

The Level 3 Information Communication Technician apprenticeship programme that we are offering, will allowyouto kick-startyourcareerinanindustrythatisconstantlyevolving,dynamic andtransformational.

Thestepsyoutakewillprovideyouwithvaluablefirst-handexperience,knowledge,skillsandqualification to help really drive your career forward. We are here to guide and support you every step of the way!

ThePosition

JobTitle:	FirstLineITTechnicalSupportApprentice
Apprenticeship Course:	Level3InformationCommunicationTechnician
Apprenticeship Duration:	13months+EPA
Location:	HorshamRH13
WorkingHours:	MondaytoFriday8:30 –17:30
Salary:	£16,640p/a

WhatWillYouBeDoing?

·Provide1^stLineTechnicalSupportforescalatedincidentsacrossbroadband,VoIP,andnetwork infrastructure, ensuring timely and effective resolution with minimal supervision.

·Performadvanceddiagnosticsandfaultisolationusingtoolssuchaspacketcaptureanalysis,SIP tracing, and router configuration interfaces (e.g., CLI, GUI).

·Troubleshootandresolvecomplexservice-affectingissuesincludinglatency,jitter,callrouting anomalies, and authentication failures across multi-vendor platforms.

·Liaisewiththird-partyproviders(e.g.,carriers,hardwarevendors,hostedserviceplatforms)to escalate and coordinate resolution of external faults.

·Maintain comprehensive and structured ticket documentation, ensuring all actions, timestamps, andcommunicationsareloggedinaccordancewithinternalstandardsandregulatoryframeworks (ISO 27001, GDPR).

·Conductvalidationtestingpost-resolution,includinglinetests,QoSverification,andservice restoration checks to ensure no residual impact to the customer.

·Proactivelymonitorticketqueuesandsystemalerts,triagingbasedonseverity,SLAtargets,and customer impact to maintain operational efficiency.

·Contributetorootcauseanalysisandproblemmanagementbyidentifyingrecurringfaultsand proposing long-term fixes or process improvements.

·Collaboratewithengineering,provisioning,andservicedeliveryteamstoensureseamless handovers and coordinated resolution of cross-functional issues.

·DemonstrateastrongworkingknowledgeofIPnetworking(DNS,DHCP,NAT,VLANs),SIPprotocol behaviour, and broadband technologies (FTTC, FTTP, ADSL).

Whatdoweneedfrom you?

·Apassionfortelecomsandcustomersupport

·Anaturalfocusonqualityandsolutiondriven.

·Customerdriven,proactivelyseekingtoexceedcustomerexpectations.

·Demonstrableexperienceofdrivingqualitythroughoutateamandorganisation

·Effectivehandlingofcustomercomplaints

·Holdstrongcustomerconflictskillsandnaturallycustomercentric.

·Excellentinterpersonalandcommunicationskills

·Naturallyhandsonandpassionateaboutsupportingwithteamworkload.

·Strongorganisationalskillsandabilitytomultitaskinafastpaced,growingbusiness.

·Anaptitudeforproblemsolvingandstrongattentionto detail.

·Establishedexperiencewithincustomerservice-Warmandopenapproachtocustomers

·Flexibletotheneedsofthebusiness

·Proactiveteamplayer,withexperienceinafast-pacedenvironment

·Strongunderstandingofconfigurationofrouters.

·StrongpersonalinterestinIT/ Telecoms

Whatbenefitswillyoureceive?

·50%offourBroadband&Utilitypackages,completelyfreeaftertwo years

·£1,000ReferAFriendScheme

·33daysholidayallowanceincludingbankholidays

·5additionaldaysleavegrantedbaseduponlengthofservice

·£250BrightIdeasScheme

·KudosEmployeeRecognitionScheme–IncludingDaysOut

·Buy&Sellholidayallowancescheme

·Deathinservicebenefit

·Pensionscheme

·Eyecarevouchers

·Fridayfridge

·PaidCharityleave

EligibilityCriteria

Individualsmusthaveavalidandeligibleresidencystatustoapplyforthisrole.

About ITP

Wehelpemployersdeveloptheirbesttalentandinspirethenextgenerationthroughapprenticeships,

mentoringandtraining,we’repluggingtheUK’sdigitalskillsgaptoprovideaworkforceforthefuture.

Ifthissoundsliketheroleforyou,getintouch!Oncewereceiveyourapplication,oneofourteam willbe in touch to help you with the next stage.

TheITP areworkingonbehalfofathirdpartyto advertise theirvacancy.BysubmittingyourCV,youagree to be contacted by The ITP and your information to be passed on to a third party.

SafeguardingandValuesCommitment

TheITPiscommittedtosafeguardingandpromotingthewelfareoflearnersandexpectsallstaffand volunteers to share this commitment. Successful appointment to this role will require satisfactory completion of recruitment checks.

AttheITP,wearefullycommittedtosafeguardingandpromotingthewelfareofalllearnersand creating a safe, inclusive, and respectful workplace. We expect every team member to:

·Upholdandchampion ourvalues,codeofconduct,andsafeguardingprinciples.

·Take personalresponsibilityfor understandingandadhering to allsafeguardingprocedures andpolicies.

·Promoteacultureofsafetyandwellbeingthroughaproactive“donoharm”approach.

·Recognise and acton their responsibilityinsupporting,strengthening,andenforcing safeguarding practices across all areas of work.

·Understand and meet any role-specific safeguarding duties — including, in this position, activelyidentifyingandreportingconcerns,engaginginrelevanttraining,andmodellingsafe and inclusive behaviours in all apprentice interactions.

AttheITP,ourcompanycultureisimportanttous,andallemployeesandconsultantsareexpectedto operateinlinewithourvalues:

·We change lives - We strive to make a difference for our apprentices, clients, members, ourselves,andourteamonadailybasis.Wepushfordiversityandinclusioninourindustryby challenging perceptions. We embrace individuality. We believe that everyone is equally important.

·Wearegenuineand honest -Webreed trustamongst clients,apprentices,members,andthe team. We take responsibility for our words, actions, and results. We are human. We encourage one another through honesty and transparency.

·Weare innovativeand unique -We areempoweredbyinnovation.Westrivetomakethe impossible,possible.Weareproudtobetheonlyorganisationofourkind,ofwhoweareand how we got here.

·WearePersonable-Weremindourselveswhatit’sliketobeinothersshoes.Wehave

authenticconversations;wearerealandsoareourrelationships.

·Wearestrongerunited-Weshareourknowledgeandexperiences.Wecelebrateoneanother onourachievements.Wevalueandencourageoneanotherbecausewewinorloseasateam.