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Information Communication Technician apprentice- Gloucestershire

Eve Networks

Title: Service Desk

Company: Eve Networks

Full Address: Unit 900, Business Park, The Hub, Sperry way, Stonehouse GL10 3UT

Weekly Hours Worked: 37.5 hours per week

Salary: 20k per annum


Please contact Josh Ankers on or call 01133 500 333


About the company:

We want to give every business a reason to believe in exceptional – allowing you to provide your partners or customers with a service so seamless, they don’t even know it’s there.

We exist to serve with real, purpose-built solutions that exist in the background, doing what they need to do for your customers to communicate.

Our brands eve Voice, our hosted voice solution and eve Connect, our connectivity solution, work to provide businesses with systems that operate so well, customers forget they are there.

Our approach to working with you is cohesive. We work in partnership to Simplify, Unify and Advance your customer’s infrastructure, giving them access to limitless communication.

Brief job description:

Estio Training have an exciting new opportunity for a Service Desk Technical Advisor with Eve Networks, an Information Technology & Services company based in Gloucester.

Job Description:

The Service Desk Technical Advisor provides Systems and Network administrative and technical support for our Carrier products (Hosted VOIP and Data/ISP Networks).

Your duties and responsibilities in this role will consist of:

Completion of routine administrative duties using Microsoft apps, portals and systems to, amongst other duties.

  • Administer and maintain IP addresses
  • Provisioning / ordering
  • Number porting

These administrative duties will be performed with a longer-term view of learning the required skills to progress to being a competent member of the team responsible for;

  • Using all forms of communication to carrying out escalated support (2nd line), improving the support processes, and feeding back/communicating with the support teams.
  • Assisting with implementation and support of VOIP and Data Network products, escalating as appropriate to Network and Systems Engineers
  • Responding to and resolving any faults that may arise, using diagnostic tools and vendor support
  • Assisting with testing of VOIP and Data systems, including new features, devices and reproduction of customer issues
  • Assisting Network engineers, Systems engineers and Developers with other tasks as and when required
  • Handling and resolving customer complaints in a calm polite manner
  • Liaising with multiple departments to process orders, applications and requests
  • Working on several tasks at once and prioritising own workload as operationally required


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

Skills Required:

  • Client service oriented with the ability to interact with clients, staff, and management teams
  • The ability to problem solve in a logical manner in order to rectify customer issues efficiently
  • The ability and drive to learn and work with new technologies and products as required
  • Attention to detail and accuracy
  • IT literate
  • Knowledge of the telecommunications industry; VOIP, broadband and/or any data connectivity
  • Knowledge of desktop operating systems (Windows or Linux).
  • Experience within a Customer Services environment or support desk within the tech industry or using technology to serve customers
  • Experience dealing with demanding customers
  • Experience in all Microsoft Office applications, specifically Microsoft Excel.
  • Experience of working within the telecoms industry (not essential)
  • Experience of supporting customers with VOIP, Broadband and Data in a Wholesale or Reseller environment (not essential)

Personal qualities:

  • Good verbal and written business communication skills
  • Ability to work independently, with a high degree of initiative, and within a collaborative team
  • Good organisational and time management skills
  • Attention to detail and accuracy
  • Customer empathy and a helpful attitude
  • Commercial appreciation
  • Strong numeracy and analytical skills
  • Ability to explain concepts and detail to the layperson
  • Ability to work independently and on own initiative as well as part of a team
  • Enthusiasm, self-motivation & willingness to operate flexibly
  • Well organised and methodical
  • Aptitude towards learning and desire to learn skills based in more technical areas.
  • Ability to multi-task, prioritising multiple tasks and objectives
  • The ability to problem solve in a logical manner in order to rectify customer issues efficiently


Future prospects:

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

Training to be provided:

The Estio Training programme gives young people the opportunity to get hands on experience in the IT industry whilst still employed in a real paid job with no cost or debt.

Learners will receive technical training online. Whilst in the workplace, apprentices will also receive continual coaching, help and guidance from a dedicated team who will be there to ensure that they get the most from their work experience.

This apprenticeship will give you a Level 3 Information Communication Technician Standard with training in areas such as:

  • Functional skills, Maths L2 and English L2
  • Introduction to IT Support
  • Stability and Resilience
  • Testing and Problem Solving
  • Introduction to Networks
  • Security
  • Cloud Systems
  • Support Teams
  • Specialism (Digital Communications, Network or Support)

Some of these modules will include an option to take an examination to receive a professional certificate.

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