At a Glance
- Tasks: Provide 1st Line Technical Support and troubleshoot telecom issues.
- Company: Join a dynamic telecom company in Horsham with a focus on innovation.
- Benefits: Enjoy 50% off broadband, generous holiday allowance, and employee recognition schemes.
- Other info: Great opportunity for growth in a fast-paced, supportive environment.
- Why this job: Kick-start your career in tech while making a real difference for customers.
- Qualifications: Passion for telecoms, customer service experience, and problem-solving skills.
The predicted salary is between 16000 - 16000 £ per year.
Our client is recruiting for a First Line Technical Support Apprentice to join their team in Horsham. The Level 3 Information Communication Technician apprenticeship programme offers you the chance to kick‑start your career in an evolving industry.
The Position
- Apprenticeship Course: Level 3 Information Communication Technician Apprenticeship
- Duration: 13 Months + Assessment
- Location: Horsham
- Working Hours: Monday to Friday 8am – 6pm
- Salary: £16,000 p/a
What Will You Be Doing?
- Provide 1st Line Technical Support for escalated incidents across broadband, VoIP, and network infrastructure, ensuring timely and effective resolution with minimal supervision.
- Perform advanced diagnostics and fault isolation using tools such as packet capture analysis, SIP tracing, and router configuration interfaces (CLI, GUI).
- Troubleshoot and resolve complex service‑affecting issues including latency, jitter, call routing anomalies, and authentication failures across multi‑vendor platforms.
- Liaise with third‑party providers to escalate and coordinate resolution of external faults.
- Maintain comprehensive and structured ticket documentation, ensuring all actions, timestamps, and communications are logged in accordance with internal standards and regulatory frameworks (ISO 27001, GDPR).
- Conduct validation testing post‑resolution, including line tests, QoS verification, and service restoration checks to ensure no residual impact to the customer.
- Proactively monitor ticket queues and system alerts, triaging based on severity, SLA targets, and customer impact to maintain operational efficiency.
- Contribute to root cause analysis and problem management by identifying recurring faults and proposing long‑term fixes or process improvements.
- Collaborate with engineering, provisioning, and service delivery teams to ensure seamless handovers and coordinated resolution of cross‑functional issues.
- Demonstrate a strong working knowledge of IP networking (DNS, DHCP, NAT, VLANs), SIP protocol behaviour, and broadband technologies (FTTC, FTTP, ADSL).
What do we need from you?
- A passion for telecoms and customer support.
- A natural focus on quality and solution driven.
- Customer driven, proactively seeking to exceed customer expectations.
- Demonstrable experience of driving quality throughout a team and organisation.
- Effective handling of customer complaints.
- Strong customer conflict skills and naturally customer centric.
- Excellent interpersonal and communication skills.
- Hands‑on and passionate about supporting with team workload.
- Strong organisational skills and ability to multitask in a fast‑paced, growing business.
- Strong attention to detail and aptitude for problem solving.
- Established experience within customer service – warm and open approach to customers.
- Flexible to the needs of the business.
- Proactive team player, with experience in a fast‑paced environment.
- Strong understanding of configuration of routers.
- Strong personal interest in IT / Telecoms.
What benefits will you receive?
- 50% off Broadband & Utility packages, completely free after two years.
- £1,000 Refer A Friend Scheme.
- 33 days holiday allowance including bank holidays.
- 5 additional days leave granted based upon length of service.
- £250 Bright Ideas Scheme.
- Kudos Employee Recognition Scheme – Including Days Out.
- Buy & Sell holiday allowance scheme.
- Death in service benefit.
- Pension scheme.
- Eye care vouchers.
- Friday fridge.
- Paid Charity leave.
Eligibility Criteria
Individuals must have a valid and eligible residency status to apply for this role.
Safeguarding and Values Commitment
- Uphold and champion our values, code of conduct, and safeguarding principles.
- Take personal responsibility for understanding and adhering to all safeguarding procedures and policies.
- Promote a culture of safety and wellbeing through a proactive “do no harm” approach.
- Recognise and act on their responsibility in supporting, strengthening, and enforcing safeguarding practices across all areas of work.
- Understand and meet any role‑specific safeguarding duties — including, in this position, actively identifying and reporting concerns, engaging in relevant training, and modelling safe and inclusive behaviours in all apprentice interactions.
First Line Technical Support Apprentice in Horsham employer: The ITP
Join our dynamic team in London as an Apprentice in the Innovation Lab, where you'll kick-start your career in a supportive environment that values growth and collaboration. With flexible working hours, extensive mentorship, and opportunities for further development, we empower you to thrive while making a meaningful impact in the ever-evolving tech landscape.
StudySmarter Expert Advice🤫
We think this is how you could land First Line Technical Support Apprentice in Horsham
✨Join Customer Support Communities
Get involved in online forums and communities dedicated to customer support, like those on Reddit or specialised Facebook groups. Networking with industry peers can open doors to trainee opportunities with companies like The ITP.
✨Attend Local Job Fairs
Check out local job fairs and career expos, especially those focusing on customer service roles. Meeting potential employers face-to-face can give you an edge over others applying for the trainee position at The ITP.
✨Leverage Your University Resources
If you're still in education, make use of your university's career services—they often have strong ties with companies looking for trainees. They might have insider knowledge about openings at places like The ITP that you're keen on.
✨Showcase Your Soft Skills
Since customer support is all about people, highlight your communication and problem-solving skills in your interactions. When you apply to The ITP, make sure they see your passion for helping others!
We think you need these skills to ace First Line Technical Support Apprentice in Horsham
Some tips for your application 🫡
Show off your people skills!:For a customer support trainee role, it's super important to highlight any experience you have in dealing with customers, whether that's through part-time jobs, volunteering, or even helping out at events. We want to see how you connect with people, so share examples of how you've successfully resolved issues or enhanced someone's experience.
Tailor your CV to us!:When applying for a trainee role at The ITP, make sure your CV reflects your enthusiasm for customer support. List any relevant experiences, even if they're informal, and don't forget to mention your communication skills. A concise, clear layout will help us see how you're a perfect fit for our team.
Write about your learning goals!:Since this is a trainee position, we love seeing your motivation to learn and grow. In your cover letter, let us know what you hope to gain from working with us at The ITP. This could include specific skills or knowledge areas—show us you’re keen to dive in and develop your customer support expertise!
Demonstrate your problem-solving skills!:Customer support is all about solving problems, so make sure to highlight any experiences where you've had to think on your feet! Whether it was a tricky school project or helping a friend out, share how you approached the issue and what the outcome was. This will show us you're ready for the challenges at The ITP.
How to prepare for a job interview at The ITP
✨Know Your Customer Support Basics
Make sure you're familiar with the key skills in customer support, like active listening and empathy. Expect questions on how to handle difficult customers or resolve common issues – we might want to hear how you’d approach a real-life scenario, so think of a few examples where you showcased these skills.
✨Brush Up on the Tools
Familiarise yourself with common customer support tools like Zendesk or Freshdesk. Even if you haven't used them before, understanding how they work will show The ITP that you’re proactive and willing to learn. They might ask about your experience with similar software or how you'd adapt quickly to new tools.
✨Show Your Willingness to Learn
As a trainee, emphasising your desire to learn and grow is crucial. Think about what you hope to gain from this experience at The ITP and be ready to discuss how you plan to develop your skills in customer support. Demonstrating a positive attitude and openness to feedback can go a long way!
✨Prepare for Role-Playing
In customer support interviews, it's fairly common to have a role-playing exercise where you'll need to handle a customer query. Practice your approach not just in resolving issues, but also in how you communicate clearly and professionally. This is your chance to shine, so don’t hesitate to showcase your verbal skills!
