Job Purpose
The purpose of this apprenticeship is to develop you into a capable technical support professional through a structured Level 3 training programme combined with hands-on workplace experience.
You will support the delivery and maintenance of key IT services for our customers, including Microsoft 365, endpoint devices, networking, VOIP services, and data connections.
You will also gain exposure to cybersecurity practices and a modern IT SaaS security product stack used to monitor, manage, and protect customer environments.
Working alongside experienced engineers, you will develop the skills to diagnose and resolve technical issues, support users effectively, and contribute to the smooth running of customer IT systems and infrastructure
Apprenticeship Overview
Expected duration: 17 months
Apprenticeship level: Level 3 (Advanced)
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 Communication Technician standard.
The training covers the following core occupational duties:
https://www.instituteforapprenticeships.org/apprenticeship-standards/information-communications-technician-v1-2
Key responsibilities:
- Provide first-line IT support to customers via ticketing systems, telephone, and email, taking ownership of incidents from logging through to resolution while maintaining a high level of customer service
- Provide day-to-day support across Microsoft 365 services and end-user systems (Outlook, Teams, SharePoint, OneDrive), including user account management, device support, and platform administration, carrying out configuration, troubleshooting, and issue resolution.
- Supporting mobile device management (MDM) using IBM MaaS360 & Intune, including device enrolment, configuration, policy enforcement, and basic troubleshooting
- Assist with Windows Server environments, including Active Directory, Group Policy, and core server roles
- Support basic networking, including TCP/IP, DNS, LAN, WAN, and VPN connectivity, escalating more complex issues where required
- Assist with VOIP services and data connections, supporting setup, configuration, and fault resolution
- Support cybersecurity and managed service tools, including system monitoring, patching, backups, vulnerability management, and security alert handling
- Communicate clearly and professionally with customers at all technical levels, ensuring issues are understood, expectations are managed, and regular updates are provided throughout the lifecycle of a ticket
- Prioritise workload effectively to meet SLA targets, ensuring timely response and resolution in line with agreed service levels
- Maintain accurate and detailed ticket notes to support transparency, handovers, and audit requirements.
- Maintaining accurate and up-to-date documentation in IT Glue, ensuring all asset information, configurations, and support records are correctly recorded, regularly reviewed, and kept consistent to support effective troubleshooting, service delivery, and knowledge sharing across the team
- Work closely with engineers and senior technical staff to resolve escalated and complex issues, providing relevant troubleshooting information and assisting with investigations
- Follow escalation processes appropriately, ensuring issues are handed over with clear context and supporting diagnostics to enable efficient resolution.
Essential skills, characteristics and experience
Essential
- GCSEs (or equivalent) in Maths and English (Grade 4/C or above, or working towards completion)
- Strong interest in IT, technology, and problem-solving within a technical environment
- Good communication skills, both written and verbal, with the ability to support nontechnical users
- A willingness to learn and develop technical skills through structured training and hands-on experience
- Ability to follow processes accurately, work methodically, and maintain strong attention to detail
- Basic understanding of computers, operating systems, or common software applications.
Desirable (Not Essential)
- Previous exposure to IT support, service desk, helpdesk, or technical environments.
- Basic knowledge of Microsoft 365, Windows operating systems, or networking fundamentals.
- Understanding of customer service principles within a service-driven environment.
Personal Attributes
- Proactive and enthusiastic approach to learning, with a strong willingness to develop technical skills
- Strong problem-solving ability with a logical and methodical mindset
- Able to work effectively both independently and as part of a collaborative team
- Professional, customer-focused approach when dealing with users at all technical levels
- Strong time management skills with the ability to prioritise tasks and manage workload effectively
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 Us
At Welcomm Communications, we’re more than just a service provider. Our team is dedicated
to supporting businesses, ensuring they have all the necessary tools to effectively
communicate; we’re in the business of helping business connect to their customers. Their
success is our success. This commitment is what truly brings a family feel to our business.
We are immensely proud to be known for our award-winning customer service and operational
support, having been recognised as O2’s Business Partner of the Year for six consecutive
years—an unprecedented accomplishment and we are committed to continuing this excellent
service for our customers.
Our core values drive everything we do:
- Trust (Integrity): We prioritise honesty, transparency, and ethical decision-making.
- Innovation: We embrace a growth mindset, excel in problem-solving, remove blockers, and seek new opportunities.
- People First: We value empathy, emotional intelligence, and prioritise building strong relationships.
- Collaboration: We foster inclusivity, strong communication, and work to break down silos.
What We Offer
- Employee recognition events, awards, and incentives.
- Paid volunteering day.
- Hybrid working (post induction).
- Healthcare cashback plan to help with medical and therapy bills, 24/7 GP access and
- an employee assistance programme (EAP).
- Retail and hospitality discounts through Perkbox.
Additional Information
We embrace diversity and are committed to create an inclusive environment where all
individuals feel valued, respected and heard. This means giving full and fair consideration to all
applicants and continuing development of all employees regardless of age, disability,
neurodiversity, gender reassignment or identity, race, religion or belief, sex, sexual orientation,
marriage and civil partnership, and pregnancy and maternity.
We are committed to providing reasonable adjustments throughout our application and
interview process to ensure you can showcase your best self.
We prioritise our employees' well-being and recognise the importance of a healthy work-life
balance. We offer flexible working patterns and alternatives to full-time work, and we are
dedicated to finding the best solution that fits your lifestyle and needs.
Disclosure and barring (DBS) check
As part of our partner agreement with O2, we are required to carry out a Basic Disclosure
(Criminal Conviction Certificate) check for all our employees
Pay: From £16,640.00 per year
Benefits:
- Company events
- Health & wellbeing programme
- Store discount
Work Location: In person
