Unified Communications Troubleshooter

In your role as a unified communications troubleshooter, you will provide customers with a specialist technical service to set them up on unified communications systems and to resolve problems when they arise, whether face-to-face, on the phone or online.

You’ll install equipment and software and handle incidents and requests for help, including providing fault diagnostics across a broad range of unified communications technologies. 

With this qualification, you will develop skills across key areas such as hardware and software failures, data solutions, security principles, configuring and maintaining a domain service and servers. 

This apprenticeship will help you excel in roles such as Unified Communications Desk Engineer, Data Field Engineer and Microsoft Consultant.

Course Content


Understands server administration principles including storage, print services, group policy, availability, load balancing, failover clustering, back-up and disaster recovery; understands the server and client architecture, features, deployment process and troubleshooting tools for client software and applications; understands security principles including software, access such as VPN, encryption and auditing; understands network fundamentals including network components and internet protocols.


Logical and creative thinking skills; analytical and problem-solving skills; ability to work independently and to take responsibility; can use own initiative; a thorough and organised approach; ability to work with a range of internal and external people; ability to communicate effectively in a variety of situations; ability to maintain a productive, professional and secure working environment.


Can configure and troubleshoot voice solutions including hardware and software failures; can install, configure and troubleshoot data solutions including switches and access points; can install, configure and troubleshoot network services solutions including line faults and internet speed problems; configures and maintains a domain service, including assigning services, deploying software and applying updates; configures and maintains a network, including selecting appropriate network components and applying networking fundamentals.

Those with an annual wage bill of less than £3m do not pay the Apprenticeship Levy. Instead, 95% of each apprenticeship is funded by the government whilst a 5% investment is required by the employer to enhance the skills of their employee.

  • Employers are also be eligible for a £1000 incentive payment if the apprentice is aged 16 – 18.
  • Employers with less than 50 employees and where the apprentice is aged 16 – 18, the government will fund 100% of the apprentice and are eligible for a £1000 incentive payment.
  • Employers with those aged 19+ the government will continue to fund 95% of the apprenticeship programme whilst a 5% investment is required by the employer.
  • Businesses can manage this through the Apprenticeship Service online account.

For more information and guidance on this service then please get in touch with our team, who can give you further information.

Funding available. For more information and guidance on this service then please get in touch with our team, who can give you further information.

18-24 months

In the workplace

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