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1st Line IT Support Engineer Apprentice

Comms (UK) LTD · Woolsbridge Industrial Estat · posted 2 September 2026

Wage
£15,660 a year
Hours
37.5 hours a week
Duration
1 Year 5 Months
Level
Advanced (Level 3)
Standard
Information communications technician (level 3)
Starts
5 October 2026
Closing date
25 September 2026
Positions
1

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You will be the first point of contact for support queries and will have full responsibility for logging and handling tickets, escalations and follow ups. The role will involve fault diagnosis and resolution, providing remote and telephone support for client infrastructure and end-users.  

​The candidate must be a highly motivated engineer, with a ‘can do’ attitude and a thorough, logical approach to reactive & pro-active support services. They must be sufficiently skilled in our core product and service areas to ensure fault calls are responded to and rectified in an efficient and timely manner, within given SLA’s as required and proud to report satisfactory customer communications. ​ 

You will also:

  • Provide 1st Line diagnosis and resolution, maintaining a high level of 1st time fixes 
  • Respond appropriately to technical issues raised, through resolution or escalation 
  • Prioritisation and management of workload to ensure contractual SLAs are met 
  • Act as the first point of contact for technical issues raised 
  • Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket 
  • Provide efficient customer service to a vast client base 
  • Work in accordance with company values, policies, procedures and standards
  • Building and maintaining strong relationships with customers through the support you deliver 
  • Maintain concise and clear documentation via ticketing system and knowledge base  

Your training

Expected duration: 17 months 
Apprenticeship level: Level 3 
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 Communications Technician qualification. 

The training covers the following core occupational duties: 
 https://skillsengland.education.gov.uk/apprenticeships/st0973-v1-2 

Where it leads

  • Upon completion, the successful candidate will have gained a Level 3 Information Communications Technician qualification

About Comms (UK) LTD

Comms UK is a Telecoms and IT provider for businesses. We primarily operate in the Dorset and Hampshire areas and have circa 500 active customers. 
We install and support solutions to businesses of all types and size with a suite of products and services to provide a complete IT & telecoms package. 
We have built an outstanding reputation over our 30 years in business with our existing and often longstanding customers due to delivering quality products with outstanding service and integrity. We are steadily growing as a business and looking for exciting talent to join our excellent team.  

Things to consider

Ideal skills: 

  • Previous experience providing 1st Line Support for a Managed Service Provider preferred 
  • Microsoft 365 support and administration including security configurations 
  • Microsoft Windows Server and Desktop Support  
  • Mac OS Server and Desktop Support preferred 
  • Customer backups and software updates 
  • Network Infrastructure covering LAN/WAN 
  • Knowledge of virtualisation preferred 
  • Supporting and administering managed Wi-Fi solutions 
  • Working knowledge of PC hardware troubleshooting, installation and configuration
  • Experience working within a service/helpdesk environment

Person Specification:

  • Experience providing excellent customer service whilst working under pressure to SLA’s
  • The ability to work accurately under pressure, to deadlines
  • Excellent organisational, multitasking and planning skills
  • Preferred previous B2B experience/
  • Managed Service Provider background 
  • A full and valid UK driving license

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  

Skills they're looking for

IT skillsAttention to detailOrganisation skillsProblem solving skillsLogical

Entry requirements

  • GCSE English (grade 4/C) — essential
  • GCSE Maths (grade 4/C) — essential

Where you'll work

  • UNIT 8, VICTORY CLOSE, WOOLSBRIDGE INDUSTRIAL ESTAT, WIMBORNE, BH21 6SX

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