Business Customer Support Technician Apprentice - Northolt Greenford

Job Responsibilities

• Work on-site with a diverse range of customers, from small local businesses to large FTSE-100 organisations, with no two days the same.
• 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, as well as carry out non-complex repairs.
• Engage directly with customers – talking through ideas, resolving issues, and ensuring 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.
• Carry out non-complex repairs and provide deskside support for devices such as laptops, PCs, and printers.
• Support installations, migrations, and rollouts.
• Diagnose and resolve hardware and software issues.
• Guide customers through solutions and recommend suitable digital products and services.

Qualifications & Requirements

• 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 – this is the critical one.
• Willingness to learn, adapt, and embrace new technologies and challenges.
• A curious personality alongside problem solving skills.
• Hands-on field engineering and customer support experience.
• Technical knowledge of networking, cabling, and system setups.
• Exposure to BT’s innovative technologies and future-ready solutions.
• An ICT Comms Tech Level 3 qualification through structured apprenticeship training.

About BT Group

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet – we have always played a critical role in creating the future. Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full-fibre broadband. Together with heavy investment in 5G, we play a central role in revolutionising how people connect with each other, simplifying systems, structures and processes on a huge scale, and applying AI and technology to create the UK’s best telco.

Apprenticeship Details

This apprenticeship will last 18 months, during which you will spend a minimum 20% of your working hours dedicated to learning and studying. You will also complete one study day a week and, at the end of your hard work, gain an ICT Comms Tech Level 3 Qualification. The training provider is Firebrand and the college is located in Wyboston Lakes, Bedford.

Benefits

• Huge discounts on EE & BT products including your mobile and broadband – saving hundreds of pounds every year.
• Online GP – access to 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.
• Volunteering days to give back to your local community.
• Optional private healthcare and dental.
• Enhanced women’s health support, including help with menopause symptoms, cancer screenings, period care and more.

Additional Information

All applicants will need a full UK Right to Work for the duration of the 18-month scheme. Security checks are required; you will need to go through additional personnel screening and Government SC clearance. Internal candidates will also have to take on the terms and conditions of the apprentice role, including salary and benefits.