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IT Solutions Technician- Plymouth

  • L3 IT Solutions Technician
  • Devon

St Luke’s Hospice

Title: IT Support Specialist

Company: St Luke’s Hospice

Weekly Hours: 37.5 hours per week

Salary: £10, 000 pa

Location: St Luke’s Hospice Plymouth, Stamford Road, Turnchapel, Plymouth, PL9 9XA


Please contact Tom Lindley on or call 01133 500 333


About the company:

Our vision is a community where no person has to die alone, in pain or in distress. You will support us to do this as a member of our small but effective IT Team delivering all IT services across St Luke’s Hospice & Rowcroft Hospice in collaboration with the wider healthcare partnership in Devon.

St Luke’s Hospice serves the people of South Devon by providing specialist care to patients with progressive, life limiting illnesses. The successful candidate will work in the IT department, who provide a broad range of IT services to staff, volunteers, patients and visitors.

St Luke’s Hospice Values: Professionalism, Respect, Compassion, Integrity

Brief Job Description:

Estio Training has an exciting new opportunity for an IT Support Technician to join St Luke’s small but effective IT Team delivering all IT services across St Luke’s Hospice and other partnering Hospices, and in collaboration with the wider healthcare partnership

Job Description:

Alongside a supportive apprenticeship course, you will learn to excel in IT service quality, drive incident response and resolution against agreed service levels and develop your technical skills in areas relevant to the Hospices and desired by you, within the apprenticeship course.

You will provide 1st and 2nd line technical support across a range of IT and user issues escalating to appropriately skilled team members and support resources, as required to deliver to service levels. You will have strong technical skills with experience of investigating, diagnosing and resolving desktop, network, data and other support issues.

Your duties and responsibilities in this role will consist of:

We have a clear business and IT strategy which defines and shapes our programme of change for the future and the culture to optimise the use of IT for maximum benefit to the hospice, our patients, family, friends, supporters, staff and other valued stakeholders.

Delivering a best-in-class customer experience for everyone

  • Answer telephone calls, emails, portal requests and other enquiries in a prompt and professional manner, recording key and noteworthy information
  • Provide 1st and 2nd line technical support, ensuring that IT incidents are promptly actioned and resolved against agreed service levels
  • Deliver innovative and cost-effective solutions to drive improvements and develop services to new heights
  • Act with sensitivity and confidentiality, when dealing with information and any person involved in that confidential information

Supporting resilient services

  • Apply technical skills to resolve 1st and 2nd line technical issues, including:
  • Microsoft Windows Server, Linux and VMWare support
  • Administration of Active Directory, group policy management, DHCP, DNS
  • Office 365 administration, file and directory permissions, user support queries and request fulfilment
  • Application account management, access rights control, groups configuration and licence allocation
  • Network support, including server, router, switches, firewalls, SANs and NAS
  • Connectivity support, including telephony, cabling, port configuration and resolving other common comms related support issues. Hardware break/fix, configuration and optimisation
  • Service Desk and incident management activities to support IT users and ensure normal service operation is effective and available
  • Software licencing, certification and domain management
  • Escalate requests to 2nd and 3rd line support, subject experts and/or suppliers

Building ‘One Team’

  • Work across hospice teams in a seamless and integrated way, leveraging technology to maintain clear working priorities and attending on site, where required
  • Do the right thing by delivering high-quality customer service by managing and exceeding expectations and through regular updates to users regarding progress on incidents and other activities
  • Work collaboratively with other organisations to learn, adopt, comply and improve service delivery to bring efficiencies to end of life care services within the hospices and partnering organisations

Developing ‘One System’

  • Work towards our strategic goals to identify opportunities to improve and simplify IT use to bring operational efficiencies to all hospice IT users
  • Provide project support in the development of new IT solutions and innovations
  • Relate current and emerging technologies to clinical and business activities for the hospice, identifying new and innovative ways of developing services
  • Support IT change to develop a single system which improves access to IT services and streamlines access management


  • Work closely with managers and colleagues to understand changing business priorities, required IT service levels and emerging technology needs
  • Support the development and maintenance of standard operating procedures covering all IT Service Operation disciplines and others are required
  • Provide statistical information, reporting and dashboard insights as required, contributing towards the ongoing development of Hospice Services
  • Communicate in a timely manner through multiple channels with users, patients, family, friends, suppliers and partners on the progress and actions taken and planned to resolve any support related activities


  • 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Personal Qualities:

  • Professional telephone manner with good communications across all written mediums and other channels
  • Strong IT technical knowledge in application, network, and hardware support
  • Organised and proficient in the use of Microsoft Office applications
  • Confident writing and documenting detailed information to share important information in the diagnosis and investigation of support issues
  • Ability to use own initiative as well as ability to work as part of a team
  • Ability to be flexible and cope under pressure and prioritise work efficiently

Desired Skills:

  • Qualification in computing or technology-related disciplines
  • Experience in repairing or upgrading desktop PCs or laptops
  • Experience in setting up a computer network or configuring and managing an existing LAN
  • Experience of using computers and other technology peripherals in education, at home and in other settings, which differentiates you from other peers.

Other requirements:

  • Ability to travel between different sites across Devon and occasionally within the UK
  • Ability to work out of hours above and beyond normal working patterns e.g. planned maintenance work

Training to be provided:

The Estio Training programme gives young people the opportunity to get hands on experience in the IT industry whilst still employed in a real paid job with no cost or debt.

Learners will receive six weeks of intensive training. Whilst in the workplace, apprentices will also receive continual coaching, help and guidance from a dedicated Technical Expert who will be there to ensure that they get the most from their work experience.

This apprenticeship will give you a Level 3 IT Solutions Technician Certificate with training in areas such as:

  • BCS Security and Legislation
  • BCS Core Technologies
  • BCS Methodologies and Principles
  • Hardware or Software Option

Some of these modules will include an option to take an examination in order to receive a professional certificate.

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