1st Line Support Engineer Apprentice – Stretford, Manchester

  • L3 Information Communications Technicians
  • Manchester

IP Exchange

Level 3 Information Communications Technician

Company: IP Exchange

Address: Ground Floor, Statham House, Talbot Road, Stretford, Manchester,

M32 0FP

Salary: £13,000

Working Hours: 38 hours per week, Monday – Friday

Please contact Megan on Megan.Dover@estio.co.uk or call 01133 500 333

About the company:

Based in Manchester, we’re a dynamic telecom provider with a national reach, aiming to do things differently. Established in 2017, IPEX was founded by Paul Sherlock, Adam Wilson and Daniel Cheesbrough who have come together from some of the UK’s biggest names in telecoms, including EE and BT. We’re here to put usefulness and customer-centric service back into the telecoms experience and empower your business with great technology that keeps you connected, mobile and more productive than ever.

Brief job description:

Estio Training have an exciting new opportunity for a 1st Line Support Engineer with IP Exchange, a Technology & Telecoms Specialist based in Manchester.

Job Description:

As our First Line Support Engineer, you will be the first point of call for everyone contacting IP Exchange Ltd.  We are looking for a personable and confident individual, who can communicate well with people and be able to operate in a busy office environment.  You will provide our customers with the highest level of customer service, whilst providing 1st line technical support.

Your duties and responsibilities in this role will consist of:

  • Create a positive first impression and experience for all who contact our organisation. Greeting callers in a pleasant manner and provide clear and accurate information over the phone; directing individuals to the correct person and take clear written messages.
  • Build strong relationships with our customers, and suppliers always.
  • Be the first point of contact for inbound enquiries from our customer base, carry out first line checks, and escalating tickets and calls to the relevant service team members; this will include but is not limited to mobile, hosted, connectivity & IT support (on the job training will be provided).
  • Update customers according to IPEX SLAs by phone and our ticketing system – Freshdesk.
  • Liaising with Suppliers as and when required to assist in resolving customer issues, carrying out relevant testing as per their recommendations.
  • Monitor and review tickets and ensure they are closed appropriately and only once a resolution has been confirmed.
  • Escalate service issues as required, maintaining point of contact with the customer where possible, for continuity.
  • Assist the team to carry out relevant testing on any changes that have been implemented to ensure the systems and services are working as expected.
  • Requesting support from other members of the service team in busy periods.
  • Liaising with Account Managers regarding customer requests.
  • Manage our mobile connectivity process. Including: data management, alerts/bars, SIM card stock and forwarding relevant details to the Accounts team (full training will be provided)
  • Provide basic system training to our customer base as and when required (full training will be provided).
  • Assist with the completion of customers feedback forms.
  • Collating reports for the management team
  • Creating and sending out agreements and order forms
  • To input and maintain customer records.
  • Assists with all general administrative tasks.
  • Prepares outgoing post – organising deliveries and collections.


  • 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Skills & Qualities Required:

  • Strong communicator
  • Confident
  • High level of customer service
  • Good telephone manner

Future prospects:

The role offers long term security and the opportunity to progress into a permanent position.

Training to be provided:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

  • Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
  • Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
  • Prioritise systems support tasks and monitor and maintaining system performance.
  • Maintain regulatory, legal and professional standards.
  • Support the information systems needs for your business.

For a full list of programme modules visit: estio.co.uk/courses/information-communications-technician

To apply for this job email your details to Megan.Dover@estio.co.uk.


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