Infrastructure Technician (IT) Apprentice

Location: Taunton, Somerset

Salary: Weekly wage £159.10

Hours: 37 per week (Monday-Thursday, 8.30am-4.30pm. Friday 8.30am-4pm). This includes a day a week at college.

Do you want to earn money while taking your first step towards a career in IT?

For more than 40 years St Margaret’s Hospice Care has been helping patients, families and carers across Somerset facing a life-limiting illness. We are looking for an apprentice to support IT services across all parts of the Organisation to help us continue the work we do. We are experienced in supporting apprentices and understand the investment that we need to make in order to get the best out of the people who work for us.

This is an exciting opportunity for someone interested in all aspects of IT. We do 90% of all our work in-house from supporting end-users to software development. We have a hybrid Windows-based environment of both cloud and on-premise services split across all our 50+ sites. This means there will be lots of opportunities for the successful candidate to gain hands on experience across a wide variety of systems. The majority of our applications are Microsoft, but we also use and support a variety of other applications.

There will be plenty of opportunities to get out of the office as not only do we support all 50+ sites at St Margaret’s but we also provide IT Support for Lewis-Manning Hospice in Dorset (based in Poole). While we endeavour to do as much as we can remotely there are often times when on-site support is required.

Main Duties

  • Take incoming help requests from end users by telephone and email in a friendly and courteous manner.
  • Document end user information such as name, department, contact information, and the nature of problem or issue.
  • Build relationships with help desk customers.
  • Prioritise problems.
  • Escalate problems (when required) to the appropriately 2nd and 3rd line engineers.
  • Record, track, and document problems that come in to the helpdesk, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by Hosted Accounts.
  • Perform fixes at the user desktop level, including installing and upgrading software, and configuring systems and applications.
  • Performing preventative maintenance, including checking of workstations, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved, and follow up with end users.

About you

A very broad introduction to IT and a great opportunity for the right person. This apprenticeship is recognised for entry onto the register of IT technicians confirming SFIA level 3 professional competence and those completing the apprenticeship are eligible to apply for registration. On completion of your L3 Infrastructure Apprenticeship Programme you may look to progress onto a L4 programme or join a supporting degree programme.

Personal qualities

  • You will be confident on the telephone and be able to communicate in a polite and friendly way.
  • You will have the ability to conduct research into a wide range of computing issues as required.
  • You will be able to absorb and retain information quickly.
  • You should be able to present ideas in user-friendly language.
  • You will be highly self-motivated and be able to manage your time well.
  • You should have a keen attention to detail.
  • You should have good listening, and questioning skills.
  • You should have strong documentation skills.
  • You must have analytical and problem-solving abilities.
  • You must have excellent customer services and work well as part of a team.

Desired qualifications

You will need to have GCSEs at grades 9-2 (A* to E) or equivalent. You will also need to complete an initial assessment at College, which will help us guide you to the most appropriate programme to meet your needs.

  • You should have experience of Microsoft products and applications.
  • You should have good English and written skills.
  • You should have a little knowledge on web development/programming.
  • You should have knowledge of basic computer hardware, including PC, printers, laptop, and tablets.
  • You should have experience with desktop and server operating systems, including Windows 7, 8 ,10.
  • You should have a working knowledge of a range of diagnostic utilities, including task manager, process explorer.

Training provider

Bridgwater & Taunton College

Applications for this apprenticeship are being processed by Bridgwater & Taunton College

Level 3 Apprenticeship Standard No 82. Infrastructure Technician:

  • Level 3 Infrastructure Technician Apprenticeship Standard - Knowledge, Skills and Behaviours
  • Level 2 Functional Skills in English (Exemptions apply)
  • Level 2 Functional Skills in maths (Exemptions apply)

Apprenticeship standard: Infrastructure technician, Level 3 (A level)

What we offer

In return we offer a rewarding role in a stimulating and positive working environment, with active support to help you  develop new skills, while knowing that you are helping to make each day count for individuals and families in Somerset.

  • 28 days paid holiday in your first year increasing to 35 days after a years’ service.
  • Free Car parking.

Confidential and free 24-hour Employee Assistance Programme for you and your family offering:

  • Counselling
  • Support
  • Legal, Financial and Medical Information and Advice
  • A Vitality & Wellbeing health portal

How to apply

To find out more and apply for this role please visit 'Find apprenticeship service' here.

Closing date: Wednesday 30 June 2021

Interview date: TBC


Applicants are strongly advised to read the following documents before applying:

How we use your personal information


St Margaret's Somerset Hospice. Copyright © 2019 Registered charity number: 279473 Company limited by guarantee number: ENG 1471345. All rights reserved.

Registered Office: Heron Drive, Taunton, TA1 5HA

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