Telecoms Service Support Apprentice

Overview

The Team Behind the Success

You will be joining a people-focused, values-driven business that has proudly earned Best Companies accreditation for three years running. We place employee engagement at the heart of our culture, ensuring our team feels valued and supported. With customer engagement also at our core, we strive to provide exceptional service and lasting relationships. As we continue to grow, 2026 promises to be an exciting year. There’s no better time to be part of our journey.

We’ve been enhancing managed services for UK organisations since 2003. We specialise in telephony, connectivity, managed IT, cyber security, and cloud infrastructure, providing customers with the tools they need to succeed. We’re committed to evolving our services to meet their needs and exceed expectations. By joining us, you’ll have the opportunity to make a real impact on the businesses we partner with—and the world around them.

At Telappliant, we are committed to providing an environment where every individual is valued, and your growth is at the forefront. In return for your hard work and fresh insights, we offer opportunities that accelerate your career development and provide the guidance needed to reach your full potential. Here, you’ll not only enhance your skills but also build lasting connections with a team that shares your vision.

What’s your mission?

As a Service Support Engineer Apprentice, you will gain an understanding of how first-line technical support is delivered within a managed services environment, with a strong focus on telephony, VoIP, and connectivity services. Reporting into the Service Support Team Lead, you will learn how customer support calls and service requests are handled, prioritised, and resolved. You will work towards a recognised L3 apprenticeship qualification, with 20% of your working time dedicated to off-the-job learning. The apprenticeship will typically last 18 months to 2 years, combining structured study with practical experience. This position requires no previous professional experience, and we are happy to consider applicants who are starting their telecommunications careers. What matters most is your interest in technology, telecommunications, and customer support, along with a willingness to learn and develop.

What will you be doing?

• Acting as a first point of contact for inbound support calls and tickets
• Logging faults, incidents, and service requests accurately using our support systems
• Supporting customers with basic telephony, VoIP, handset, and connectivity-related issues
• Gathering information from customers to assist with fault diagnosis
• Assisting with troubleshooting activities and remote support sessions
• Learning how to prioritise incidents based on urgency and customer impact
• Following documented escalation procedures when issues cannot be resolved at first line
• Liaising with 2nd and 3rd line engineers to support the resolution of more complex issues
• Providing clear and timely updates to customers on the progress of their issues
• Ensuring customer records are kept up to date with accurate notes and audit trails
• Developing an understanding of Telappliant’s telephony platforms, connectivity services, and support processes
• Participating in training and development activities to build technical and customer service capability

As your experience develops, you will gradually take on more responsibility in handling incidents through to resolution.

What do you need?

To apply for this apprenticeship, you will need the following characteristics:

• A genuine interest in telecommunications and customer support
• Strong verbal and written communication skills
• A positive, customer-focused mindset
• A logical approach to problem-solving
• The ability to remain calm and professional under pressure
• Willingness to learn and follow processes
• Ability to work effectively as part of a team

Skills, Knowledge and Abilities

• Minimum of 5 GCSEs at grade A–C, including English and Maths
• Basic familiarity with computers, technology, or communications systems (through education, personal interest, or informal experience)
• An interest in telephony, VoIP, unified communications, or networking
• Good working knowledge of Microsoft applications such as Word, Excel, and Outlook
• Strong organisational skills and attention to detail
• Professional attitude

Equal Opportunities

Be bold, be unique, be brilliant, be you. We are looking for individuality and we value diversity. We are an equal opportunities employer, and we are committed to treating all applicants and employees fairly and equally.

Benefits

• 25 days holiday, plus UK Bank Holidays
• An additional day off to celebrate your birthday
• Life insurance
• Income Protection cover
• Cycle to work scheme
• EAP – 24-hour support to help with all of life’s challenges
• Development opportunities will always be available to you

Application

This is a fantastic opportunity to start your career in telecommunications within a growing business, with clear progression opportunities for the right individual. Interested? Please submit a CV and a 1-page cover letter telling us about yourself and why you are interested in this apprenticeship programme, and we’ll be in touch in the New Year.