Business Customer Support Technician Apprentice

Overview

Work on-site across different customer locations.

Customer Support Technician Apprentice Level 3

18 months

Hempsted Lane, GLOUCESTER, GL2 5BT

Candidates must reside within a 25 miles commute from the specified location, to ensure effective coverage of the area and support personal wellbeing.

6th July 2026

£23,810

Full time – Paid Apprenticeship

37.5 hrs Mon
- Fri

You’ll need to achieve five GCSEs at grades 4-9 (C or above), including English and Maths. Equivalent qualifications are accepted.

Full manual driving licence

All applicants will need a full UK Right to Work for the duration of the 18-month scheme, without this we cannot accept an application.

Because of the sensitive nature of the work, you will need to go through additional personnel screening and Government SC clearance.

Watch this video to find out how this process works:
Vetting:
An Overview

Internal candidates will have to take on Terms & Conditions of the Apprentice role including salary and benefits.

BT Early Careers Accessibility - Updated Jan 26.pdf

• A passion for providing a fantastic service to our customers – this is the critical one!
• Willingness to learn, adapt, and embrace new technologies and challenges.
• A curious personality alongside problem solving skills.

• 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.
• Join a supportive team where full training is provided—technical passion and a proactive attitude matter more than prior experience.

• Work on-site across different customer locations.
• Install, configure, and optimise BT products, apps, and services.
• 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.

• Hands-on field engineering and customer support experience.
• How to install and configure BT applications and services.
• Diagnostic and troubleshooting techniques for hardware, software, and connectivity issues.
• Logical problem-solving and customer service best practice.
• Technical knowledge of networking, cabling, and system setups.
• An ICT Comms Tech Level 3 qualification through structured apprenticeship training.
• Exposure to BT’s innovative technologies and future-ready solutions.

• Progression opportunities within BT Group across multiple brands (EE, BT, Plusnet, Openreach).
• Potential to move into advanced engineering roles or leadership positions.
• Be part of a global technology leader committed to diversity, inclusion, and sustainability.
• Build a career in a growing industry with roles in field service, technical support, and beyond.
• Access to continuous learning and development programs to keep your skills future-ready.

This apprenticeship will last 18 months, and you’ll spend a minimum 20% of your working hours will be dedicated to learning and studying. You’ll also complete one “study day” a week. At the end of your hard work, you will gain an ICT Comms Tech Level 3 Qualification.

The training provider is Firebrand and the college is located in Wyboston Lakes, Bedford.

Location – Firebrand Training, The Willows, Great N Rd, Wyboston MK44 3AL

• Huge discounts on EE & BT products including your Mobile and Broadband – saving you…