It Apprentice

About the role

🚀 ICT Level 3 Apprentice - First Line Incident Management @ BDR Voice and Data 🚀

Hey there! 👋 BDR Voice and Data is a booming comms and IT services provider, keeping businesses connected with rock-solid voice, data, and IT solutions. We're all about top-notch customer service, killer tech skills, and helping you grow from the ground up. 🌱

About the Gig:

We’re on the hunt for a super motivated and enthusiastic ICT Level 3 Apprentice to dive into our First Line Incident Management Team. This is your golden ticket to kicking off a career in IT and telecommunications, snagging real-world experience while leveling up with a legit qualification. 🎓 You'll be the first line of defense for our customers, learning to troubleshoot, fix, and pass on technical headaches, all with a smile and a professional vibe. 😊

What You'll Be Doing:

• Be the first point of contact for customer issues via phone, email, and our ticketing systems. 📞📧
• Log, sort, and prioritize incoming incidents like a pro. 🗂️
• Provide basic tech support for:
• IT systems and hardware 💻
• Network and connectivity problems 🌐
• Voice and phone services ☎️
• Whip out troubleshooting skills using our knowledge bases and guidance from the senior crew. 🧠
• Escalate tricky issues to our second or third-line teams when needed. ⬆️
• Chat clearly with customers, keeping them in the loop every step of the way. 🗣️
• Keep all your documentation and ticket notes tidy and on point. ✍️
• Jump in on general IT and operational tasks when asked. ✅

Bonus Points (Skills We'd Love to See):

• A serious passion for IT, networking, and telecommunications. 🔥
• Awesome communication skills and a polite, professional phone manner. 💯
• A hunger to learn and take feedback like a champ. 💪
• Sharp problem-solving skills and an eye for detail. 👀
• Basic IT know-how (think Windows, hardware, networking basics). 💡
• *No prior IT experience needed – we’ve got you covered with full training!* 🎉

Entry Requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject.
• GCSE Maths and English (or equivalents) at grades 3+ (D or above).
• You shouldn't have an existing qualification at the same or a higher level in a similar subject.

Work Life:

• 37.5 hours per week
• Monday-Thursday: 9am - 5:30pm
• Friday: 9am - 5pm

Perks & Benefits:

• Trips abroad ✈️
• Staff nights out 🎉
• Breakfast on us 🍳

Your Future:

Get this – 90% of QA apprentices land permanent jobs after finishing! That's a whopping 20% higher than the national average. 🤯

About QA:

Apprenticeships are the ultimate way to skill up, get paid while you learn, and launch your dream career. With over 50,000 successful grads, we're a top-50 training provider dedicated to your success. 🙌

Ready to join? Apply now! 👇

Key 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, hardware, network, connectivity, 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

Skills