Are you enthusiastic about technology and eager to understand how software works behind the scenes? Do you enjoy solving problems, communicating with people and getting to the bottom of an issue? If so, we have an exciting opportunity for you to join our team as an Apprentice Support Engineer.
In this role, you'll be part of a support engineering team focused on software products, supporting a wide variety of internal and external customers. Working alongside experienced support engineers, you'll learn how to diagnose, investigate and resolve software-related issues that affect how customers use our platforms, keeping the things people rely on running smoothly.
Throughout your apprenticeship you'll grow from handling the fundamentals to confidently owning complex problems. You'll develop the technical know-how to find a root cause and the communication skills to explain it clearly to anyone, whatever their background. We move fast, fail fast and fix faster, so you'll be encouraged to dig in and act from day one.
A day in the life can involve:
- Investigating and resolving software incident tickets raised by customers and the first-line support team
- Communicating clearly with technical and non-technical colleagues, as well as directly with customers, to understand issues and explain solutions
- Escalating complex bugs or suspected system defects to the engineering team with detailed steps to reproduce the problem
- Learning to deep-dive into software issues, going beyond surface symptoms to understand root causes
- Contributing to internal documentation that helps the wider support team troubleshoot more effectively
- Supporting the first-line response team by sharing technical knowledge and helping to upskill colleagues
- Getting involved in wider IT projects across the business, gaining exposure to different areas of technology and new challenges
| Location | Swansea |
| Programme Duration | 24 months |
| Qualification & Level | Level 4 Apprenticeship - Digital Infrastructure Engineer |
| Working Hours | Apprentices will work a 40-hour working week. This may involve shift work. |
| Office Type | The positions will be based in a corporate office. |
| Training Breakdown | Blended and Work-based Learning. Including, on-the-job training, digital learning and mentoring from IT team members. |
| Required Skills & Qualifications | For the apprenticeship programme we prioritise applicants eligible to government funding for their apprenticeship and for this you need to:
PLEASE NOTE: This position is a 24 month fixed-term contract. You must NOT already have a qualification in a similar subject at the same or higher level than this apprenticeship |
Who we're looking for
We're looking for people who are great communicators. You'll be speaking with non-technical first-line staff, developers and customers, so explaining things clearly is critical. This role suits someone naturally curious, who asks the right questions and doesn't stop until they understand the full picture. You don't need prior technical experience, but you do need enthusiasm, a bias for action and a genuine curiosity about how things work.
You'll do well in this programme if you have:
- A genuine curiosity about technology and how software works behind the scenes
- Great communication skills, with the ability to explain technical things clearly to non-technical people
- A logical, methodical approach to problem-solving and investigating issues
- A "bias for action": you're happy to dig in, ask questions and keep going until you understand the full picture
- Comfort working as part of a team and collaborating with different audiences
- An interest in learning new tools, systems and technologies
- Attention to detail and a willingness to document and share what you learn
- Evidence of self-directed learning, such as online courses, personal tech projects, or simply a habit of taking things apart to see how they work
Application Process and Timeline
(Applications for this role are open on a rolling basis and will close when we have enough applications - we advise applying early to avoid disappointment.)
