IT Apprentice

QA; Stratford-upon-Avon; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

Trips abroad

Staff nights out

Breakfast

Job summary

QA is seeking an ICT Level 3 Apprentice to join the First Line Incident Management Team in the Stratford-upon-Avon area. You will be the initial point of contact for customers, learning to diagnose, resolve, and escalate technical issues while delivering a professional service.

Responsibilities include logging and prioritising incidents, basic IT support for IT systems, networking, voice services, and clear customer communication.

Qualifications

• 3 GCSEs grade 4+ (A-C) in any subject.
• GCSE Maths and English grade 3+ (D or above).
• Must not hold an existing qualification at the same or higher level in a similar subject.

Responsibilities

• Acting as first-line support for incidents via phone, email, and ticketing systems.
• Logging, categorising, and prioritising incidents accurately.
• Providing basic technical support for IT systems, hardware, networking, and voice services.
• Troubleshooting issues using knowledge bases or 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.

Skills

IT support

Customer service

Communication

Problem solving

Attention to detail

Willing to learn

Education

GCSEs incl. Maths & English

Tools

Windows

Networking basics

Hardware basics

Job description

About BDR Voice and Data:

BDR Voice and Data is a growing communications and IT services provider, delivering reliable voice, data, and IT solutions to business customers. We pride ourselves on excellent customer service, technical expertise, and developing talent from the ground up.

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 escalating 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

The entry requirements for this programme are as follows:

• 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 in a similar subject

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.

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.