Unified Communications Trouble Shooter Apprenticeship

Level 4 Trailblazer Apprenticeship

Unified Communications Troubleshooter

Who should take this Apprenticeship?

The primary responsibility of a Unified Communications Trouble Shooter is to provide customers (internal or external) with a specialist technical service to set them up on unified communications systems and to resolve problems when they arise. This service can be delivered faceto-face, on the ‘phone or online. They are required to install equipment and software and handle incidents and requests for help, including providing fault diagnostic across a broad range of unified communications technologies in accordance with business service level agreements.

Typical job roles

Upon completion of this Apprenticeship the Apprentice will be able to progress into the following:

  • Unified Communications Desk Engineer
  • Unified Communications Field Engineer
  • Data Field Engineer
  • Voice Field Engineer
  • Microsoft Support Field Engineer
  • Microsoft Consultant

Entry Requirements

Individual employers will set the selection criteria, but this might include five GCSEs; A levels; a Level 3 Apprenticeship; other relevant qualifications and experience; or an aptitude test, with a focus on functional maths.

Level 2 English and Maths will need to be achieved, if not already, prior to taking the end point assessment.

Qualification Structure

Apprentices must achieve one internationally recognised vendor or professional qualification, from the right hand column in the table below. This then exempts one of the Ofqual-regulated knowledge modules, as shown in the left hand column. The knowledge modules are summarised below and further details are available in the occupational brief available from the Tech Partnership at


Knowledge ModulesProfessional Qualifications
Knowledge Module 1: Server (for a level 4 Unified Communications Trouble Shooter)MCP Server 2012
Install and configure Windows Server
Configure advanced Windows Server 2012 services
Server Virtualization -Windows Server Hyper V
Knowledge Module 2: Security Principles (for a level 4 Unified Communications Trouble Shooter)Security+
MTA Mobility and Devices Fundamentals
CCNA Security
Knowledge Module 3: Network Services (for a level 4 Unified Communications Trouble Shooter)CCNA 1+2
MTA Network fundamentals
Knowledge Module 4: Voice and Data Solutions (for a level 4 Unified Communications Trouble Shooter)Enterprise Voice and Online services Lync Server 2013
Core Solutions of Lync Server 2013


Individual employers will select which vendor or professional qualification the apprentice should take.

Additional Skills

The Unified Communications Trouble Shooter Apprenticeship underpins the following skills, attitudes & behaviours:

  • 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
  • Maintain productive, professional and secure working environment


The duration of this apprenticeship is typically 24 months.


This is a level 4 Trailblazer Apprenticeship.

February 23, 2017