Unified Communications Trouble Shooter

Occupation overview

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 face-to-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. 


  • 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
  • Configures and maintains security principles covering software, access, encryption and auditing
  • Configures and maintains servers including storage, print services, group policy and updates
  • Configures and maintains client software, including managing user profiles and troubleshooting user issues



  • 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
  • Understands network services solutions including cloud services, SIP (Session Initiation Protocol), internet connectivity, mobility, fixed lines and hosted solutions
  • Understands domain services including administration, user and service accounts and group policy
  •  Understands voice solutions and can identify the components of such a solution, the features, the deployment process and troubleshooting tools and techniques
  • Understands data solutions (LAN/WAN/WLAN), the differences between the different technologies and how the components form part of a solution


Entry Requirements

Individual employers will set the selection criteria, but this might include GCSEs, A levels, a level 2 apprenticeship or other relevant qualifications, relevant experience and/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.



The duration of this apprenticeship is typically 24 months


Professional Qualification / Recognition

Apprentices must achieve one internationally recognised vendor or professional qualification, as shown below. This then exempts one of the Ofqual-regulated knowledge modules. The knowledge modules are summarised below and further details are available in the occupational brief available from the Tech Partnership at www.thetechpartnership.com/apprenticeship/unifiedcommunicationstroubleshooter


Knowledge Modules

  • Knowledge Module 1: Server (for a level 4 Unified Communications Trouble Shooter)
  • Knowledge Module 2: Security Principles (for a level 4 Unified Communications Trouble Shooter)
  • Knowledge Module 3: Network Services (for a level 4 Unified Communications Trouble Shooter)
  • Knowledge Module 4: Voice and Data Solutions (for a level 4 Unified Communications Trouble Shooter)


Vendor or Professional Qualifications

  • MCP Server 2012
  • Install and configure Windows Server
  •  Configure advanced Windows Server 2012 services
  •  Server Virtualization -Windows Server Hyper V
  • Security+
  •  MTA Mobility and Devices Fundamentals
  • CCNA Security
  • CCNA 1+2
  • MTA Network fundamentals
  • Network+
  • 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.





Originally published on Gov.uk, this information has been re-used under the terms of the Open Government Licence.


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