Business Customer Support Technician Apprentice

BT Group; Leeds; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading telecommunications company in Leeds is offering a field-based apprenticeship focused on Information Communications Technology. You will support diverse customers, resolving hardware and software issues while gaining hands-on experience. The program lasts 18 months and includes training, leading to a Level 3 qualification. Ideal for those passionate about customer service and technology. Enjoy benefits like discounts, online GP service, volunteering days, and career progression opportunities.

Benefits

Huge discounts on EE & BT products

Online GP service

Paid carer's leave

Volunteering days

Optional private healthcare

Access to continuous learning and development

Qualifications

• Achieve five GCSEs at grades 4‑9 (C or above), including English and Maths.
• Full manual driving licence required.
• Passion for providing fantastic customer service needed.

Responsibilities

• Work with diverse customers, from small businesses to FTSE‑100 organisations.
• Support customers with hardware, software, and infrastructure needs.
• Diagnose and resolve hardware and software issues.

Skills

Customer service

Problem-solving

Technical knowledge of networking

Hands-on field engineering

Education

GCSEs at grades 4-9 including English and Maths

Level 3 Information Communication Technology qualification

Job description

Overview

BT Group was the world’s first telco and a leader in connectivity. As the house of renowned brands such as BT, EE, Openreach and Plusnet, it is driving the UK’s largest digital infrastructure project, pushing more than 25 million premises towards full‑fibre broadband while expanding 5G. With a focus on simplifying systems, applying AI, and redefining the customer experience, BT is shaping the next era of telecommunications.

Responsibilities

• Work on-site with a diverse range of customers, from small local businesses to large FTSE‑100 organisations.
• Support customers with a wide variety of needs across hardware, software and infrastructure.
• Visit customer sites to install, set up and optimise BT products and services, and perform non‑complex repairs.
• Engage directly with customers – talk through ideas, resolve issues and ensure their services are fully optimised.
• Recommend suitable digital products and services to help customers get the most from their technology.
• Travel between customer locations as part of a dynamic, field‑based role.
• Provide full training and participate in a supportive team where technical passion and a proactive attitude matter more than prior experience.
• Carry out non‑complex repairs and provide deskside support for devices such as laptops, PCs and printers.
• Support installations, migrations and roll‑outs.
• Diagnose and resolve hardware and software issues.

Qualifications

• Achieve five GCSEs at grades 4‑9 (C or above), including English and Maths; equivalent qualifications are accepted.
• Full manual driving licence.
• A passion for providing a fantastic service to customers.
• Willingness to learn, adapt and embrace new technologies and challenges.
• A curious personality alongside strong problem‑solving skills.
• Hands‑on field engineering and customer support experience.
• Knowledge of installing and configuring BT applications and services.
• Diagnostic and troubleshooting techniques for hardware, software and connectivity issues.
• Logical problem‑solving and customer‑service best practice.
• Technical knowledge of networking, cabling and system set‑ups.
• A Level 3 Information Communication Technology qualification through structured apprenticeship training.
• Exposure to BT’s innovative technologies and future‑ready solutions.
• Security clearance: Government SC clearance after additional personnel screening (https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels).
• Right to work in the UK for the duration of the 18‑month scheme.

Apprenticeship Details

• Duration: 18 months.
• Minimum 20 % of working hours dedicated to learning and studying, including one study day per week.
• On completion you will receive an Information Communications Technician Level 3 qualification.
• Training provider: Firebrand – college located in Wyboston Lakes, Bedford (The Willows, Great N Rd, Wyboston MK44 3AL).

Benefits

• Huge discounts on EE & BT products including your mobile and broadband.
• Online GP service – access a GP via telephone or video 24/7 for you and your immediate family.
• Market‑leading paid carer's leave – up to 2 weeks off for carers of disabled, ill or elderly family or friends.
• Volunteering days to give back to your local community.
• Optional private healthcare and dental.
• Enhanced women’s health support: menopause assistance, cancer screenings, period care and more.
• Access to continuous learning and development programmes to keep your skills future‑ready.

Career Path

• Progression opportunities across BT Group’s brands (EE, BT, Plusnet, Openreach).
• Potential to move into advanced engineering roles or leadership positions.
• Be part of a global technology leader committed to diversity, inclusion and sustainability.