About BDR Voice and Data: BDR Voice and Data is a growing communications and IT services provider, delivering reliable voice, data, and IT solutions to business customers. We pride ourselves on excellent customer service, technical expertise, and developing talent from the ground up. About the role: We are looking for a motivated and enthusiastic ICT Level 3 Apprentice to join our First Line Incident Management Team. This is an excellent opportunity for someone starting their career in IT and telecommunications, gaining hands on experience while working towards a recognised qualification. You''ll be the first point of contact for customers, learning how to diagnose, resolve, and escalate technical issues while delivering a professional and friendly service. 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 and hardware, network and connectivity issues, and 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 Communicating clearly with customers, keeping them informed of progress Maintaining accurate documentation and ticket notes Supporting general IT and operational tasks as required Desirable skills: A genuine interest in IT, networking, and ..... full job details .....