Frontline Engineer

Frontline Engineer – Apprentice | Level 3 ICT Apprenticeship at Somerset Council

Job Overview

Employer: Somerset Council
Job Title: Frontline Engineer – Apprentice
Location: Taunton, Somerset, TA1 4DY, UK
Employment Type: Fixed-term apprenticeship
Contract Duration: 18 months
Working Hours: Monday–Friday, 37 hours per week
Salary: National Minimum Wage, age-dependent
Apprenticeship Level: Level 3 Information Communications Technician
Training Provider: LEEP Training
Closing Date: 26 August 2026
Job Posted: 12 August 2026
Sponsorship: Not available

Salary

• Ages 16–17: £8.00 per hour
• Ages 18–20: £10.85 per hour
• Ages 21 and over: £12.71 per hour

About the Apprenticeship

Somerset Council is offering an opportunity for someone interested in starting a career in IT and ICT service delivery.

This Level 3 Frontline Engineering apprenticeship provides structured training and practical workplace experience while developing technical and professional skills.

You will work alongside experienced ICT professionals and gain exposure to:

• Microsoft 365
• Computer and mobile devices
• IT service desk processes
• Customer-focused technical support
• Cyber security
• Troubleshooting
• ICT equipment deployment
• IT service management

Role Purpose

The Frontline Engineer is an important part of Somerset Council’s ICT service.

You will provide practical, customer-focused technical support to colleagues and Council services, helping users access the devices, systems and digital tools they need.

The role combines technical problem-solving, communication, customer service, ticket management and teamwork.

Key Responsibilities

• Provide first-line and frontline technical support for incidents, service requests and customer enquiries.
• Diagnose and troubleshoot issues involving devices, Microsoft 365, user access, printing, connectivity and standard applications.
• Log, update and manage support tickets accurately.
• Maintain clear notes and ensure tickets are appropriately progressed.
• Prepare, deploy, collect and support ICT equipment, including laptops, mobile devices and peripherals.
• Follow established ICT processes and security standards.
• Work with senior engineers, service desk colleagues and specialist ICT teams.
• Escalate complex technical problems when appropriate.
• Share knowledge with colleagues.
• Support improvements to ICT service delivery and the user experience.

What Somerset Council Is Looking For

The ideal applicant should demonstrate a genuine interest in technology and a willingness to learn.

Technical and Problem-Solving Skills

• Good technical problem-solving ability.
• Willingness to investigate issues thoroughly.
• Interest in IT, computers and digital technology.
• Ability to learn new systems and technical processes.

Communication Skills

• Clear communication with customers and colleagues.
• Ability to explain technical issues in straightforward language.
• Good listening skills.
• Ability to keep customers informed.

Customer Service

You should demonstrate:

• Patience and empathy.
• Professionalism.
• Reliability.
• An approachable and respectful manner.
• Ability to remain calm under pressure.
• Willingness to take ownership of problems.

Organisation and Teamwork

You should have:

• Good organisational skills.
• Strong attention to detail.
• Ability to accurately update support tickets.
• Ability to prioritise tasks.
• Ability to work under pressure.
• A positive approach to teamwork.
• Willingness to share knowledge and support colleagues.

Essential Qualification

GCSE Maths and English – Grade 4/C or higher.

Applicants must also meet the eligibility requirements for the apprenticeship programme.

Apprenticeship Training

The successful applicant will undertake a:

Information Communications Technician – Level 3 Apprenticeship

Training Provider: LEEP Training

One day per week will be dedicated to study and off-the-job learning, combining formal training with practical workplace experience.

Working Arrangements

Working pattern: Monday–Friday
Hours: 37 hours per week
Contract: Fixed-term
Duration: 18 months

Flexible and hybrid working opportunities are available, subject to the requirements of the role.

Annual Leave

25 days’ annual leave plus bank holidays.

Apprenticeship Eligibility

Applicants must meet the national apprenticeship eligibility requirements.

The advert specifically states that applicants must have ordinarily lived in the UK for at least three years.

Important: Sponsorship

Somerset Council is unable to offer sponsorship for this apprenticeship.

Applicants requiring visa sponsorship should therefore not rely on this vacancy for sponsorship.

Who Is This Opportunity Suitable For?

This apprenticeship could be suitable for someone who:

• Wants to begin a career in IT.
• Is interested in computer systems and technology.
• Wants practical ICT support experience.
• Is looking for a Level 3 apprenticeship.
• Has good communication and customer-service skills.
• Enjoys solving technical problems.
• Wants to learn from experienced ICT professionals.
• Meets the UK apprenticeship eligibility requirements.

Why Consider This Apprenticeship?

This opportunity combines paid employment, practical IT experience and formal Level 3 training.

You can develop experience in:

• IT service desk operations
• Microsoft 365
• Device support
• Technical troubleshooting
• User access support
• ICT equipment deployment
• Cyber security awareness
• IT service management
• Customer service
• Technical communication

Key Facts at a Glance

How to Apply

Interested applicants should review the official Somerset Council vacancy and submit their application before the closing date.

Closing date: 26 August 2026

Applicants should ensure they meet the job requirements and national apprenticeship eligibility criteria before applying.

Informal Enquiries

Clive Franklin
Frontline Service Manager
Email: clive.franklin@somerset.gov.uk

Important Applicant Notice

This is an apprenticeship opportunity with Somerset Council and is subject to national apprenticeship eligibility requirements.

The employer has explicitly stated that visa sponsorship is not available for this position.

Applicants should carefully check their eligibility, qualifications and UK residency requirements before applying.