Frontline Engineer - Apprentice

Salary: National Minimum Wage (age-dependent): £8.00 per hour (ages 16-17), £10.85 per hour (ages 18-20), and £12.71 per hour (ages 21 and over)

Hours: Monday – Friday, 37 hours per week

Contract: Fixed-term contract for 18 months

Closing date: 26 August 2026

Are you interested in starting a career in IT? Our Level 3 Frontline Engineering apprenticeship provides a supportive and structured introduction to ICT service delivery, helping you gain hands-on experience, develop technical skills and build confidence in supporting customers. Working alongside experienced colleagues, you'll learn about Microsoft 365, devices, service desk processes and cyber security while building the foundations for a successful career in ICT.

Role Purpose

The Frontline Engineering role is at the heart of ICT service delivery. You will provide practical, customer-focused technical support to colleagues and services across the Council, helping people access the devices, systems and digital tools they need to work effectively. The role combines problem solving, clear communication, accurate ticket handling and collaboration with wider ICT teams to restore service, complete requests and improve the overall user experience.

Key Responsibilities

• Provide first-line and frontline technical support for incidents, service requests and customer enquiries.
• Diagnose, troubleshoot and resolve issues relating to devices, Microsoft 365, user access, printing, connectivity and standard applications.
• Log, update and manage tickets accurately in the IT service management system, ensuring clear notes, ownership and timely progress.
• Prepare, deploy, collect and support ICT equipment such as laptops, mobile devices and peripherals, following agreed processes and security standards.
• Work with senior engineers, service desk colleagues and specialist ICT teams to escalate complex issues, share knowledge and improve service delivery.

What We’re Looking For – Knowledge, Experience, Qualifications, and Skills

• Good technical problem-solving skills and a willingness to investigate issues fully.
• Clear communication skills, with the ability to explain technical matters in plain English.
• A strong customer focus, showing patience, empathy and professionalism.
• Good organisation and attention to detail, especially when updating tickets and following processes.
• The ability to work under pressure, prioritise work and remain calm during busy periods.
• A positive team approach, with a willingness to learn, share knowledge and support colleagues.

• GCSE Maths and English – Grades 4/C (or higher)

Frontline Engineers often act as the first visible point of ICT contact, so the way we communicate matters as much as the technical fix. Customers need to feel listened to, supported and kept informed. This means being approachable, respectful, calm, reliable and able to take ownership until the issue is resolved or passed on appropriately.

About the Team

The Frontline Engineering team is the front door into ICT support. The team supports a wide range of Council users, services and sites, dealing with both everyday technical issues and planned operational activity. The team plays a key role in keeping services running, supporting digital confidence, improving customer experience and working with other ICT teams to deliver a consistent, reliable and professional service.

Additional Information

• 25 days’ annual leave, in addition to bank holidays.
• Flexible and hybrid working opportunities.
• One day per week dedicated to study and off-the-job learning.
• Apprenticeship Programme: Information Communications Technician, Level 3.
• Training Provider: LEEP Training.

• You must meet national apprenticeship eligibility requirements, including having ordinarily lived in the UK for at least three years.
• Unfortunately, we are unable to offer sponsorship for this role.

For an informal chat about the role, you can contact Clive Franklin, Frontline Service Manager, via email: clive.franklin@somerset.gov.uk