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Technical Support Apprentice (Support Expert)

Welsh Government
Ever Nimble 10 St James Crescent Uplands Swansea SA1 6DZ
Apprenticeship rates
Closing date
17 Sep 2021

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Role Type
Apprenticeship, Advanced
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Job Details

About the apprenticeship


To provide a high level of technical support across the company, both to internal customers and to external customers. To continually innovate in order to ensure the department is offering the best level of support in terms of services and equipment


• Provide desktop support and general configuration of software.
• Provide network support and general configuration.
• Perform administrative duties (i.e. Domain Renewals SSL Certificate Renewals).
• To perform operational duties (i.e. File Backups Licensing).
• To provide staff and clients with server support and general maintenance.
• Ensure that all internal IT support requests (tickets) are actioned.
• Assist with the testing of internal applications and projects.
• Achieve KPI's for as set out by your line manager.

Other Duties

• To deal with customers in an empathic and technically effective manner.
• To provide external client support via telephone and email and occasional on-site visits.
• Provide technical assistance as required for new client projects.
• Undertake infrequent travel to client locations which can sometimes be remote.

Additional information

Please do not apply for the position if you have a Degree within IT or a similar discipline as you will not be eligible for the apprenticeship position.



Desirable Personal Qualities
• Communicate effectively and efficiently.
• Work collaboratively.
• Ability to influence and negotiate.
• Results focused.
• Proactive in solving problems.
• Strong ability to plan and prioritise.
• Be able to meet tight deadlines in a team environment.
• Show initiative and willingness to learn.
• Mature outlook.
• Attention to detail.
• Ability to liaise with customers in an empathic and technically effective manner.
• Excellent communication skills with the ability to provide advice to non-technically aware customers (either internally or externally)
• Excellent telephone manner.
Environmental, OH&S and EEO
• Ensure the environment, heritage and community are always protected
• Complete all tasks in line with the Company's safety policy
• Promptly report incidents and accidents or hazards
• Complete all activities at the highest industry standards


GCSE (or equivalent) in Maths and English at Grade A*-C / Level 2 preferred


Welsh Spoken Skills: No Welsh Written Skills: No

Course details

Apprenticeship Level 3 - IT, Software, Web & Telecoms Professionals

About the employer

Ever Nimble 10 St James Crescent

Disability confident

No, we are not part of the Disability Confident Scheme from the UK Department for Work and Pensions.

Please note that all apprenticeships are open to everyone. However, some organisations have worked to achieve Disability Confident accreditation. You should always apply for the apprenticeship you feel best suited to.

Interview arrangements

If successful, you will initially be invited to assessment with Swansea ITeC (via Zoom during COVID-19) to confirm eligibility - please have available proof of ID and any relevant certificates


Why an apprenticeship?

As an apprentice you will earn while you train. It’s a great career choice whether you are leaving school or college, returning to work after starting a family or looking for a new career. There’s a wide range of jobs on offer.  A job at the Welsh Government is unlike any other in Wales.

At the Welsh Government you’ll be given support and guidance so you can develop your skills in the workplace. You will also need to set aside time to study for your apprenticeship. You’ll be a valued member of the team from day one.

What apprenticeships are available?

We don’t currently have any apprenticeship opportunities open as we have now closed our scheme for 2019. If you’d like to keep updated on the vacancies that we’re advertising, you may want to visit our jobs board:  Welsh Government External Vacancies Board.

If you’d like to receive Job Alert e-mails that let you know when we’re advertising a role that suits your preferences, scroll to the bottom of the jobs board, and you’ll see the ‘Create Job Alert’ link.  Click this, and follow the on-screen instructions to set up your alerts.  You’ll need to log in or create an account as part of this process.

Who can apply?

To be eligible to apply you:

  • will be at least 16 years of age at the time of making your application
  • will not be in full-time education (you can apply while still attending school/college/university but will have finished or intend to finish your studies by the time your apprenticeship starts)
  • will need to meet the Civil Service Nationality requirements to apply.

ALS eligibility

Please note that ALS our training providers have their own eligibility in order to provide the funding required to undertake an apprenticeship. You may not be eligible to apply if:

  • you already hold a qualification at Level 3 or above in ICT, Software, Web and Telecoms or a similar subject
  • you already hold a qualification at Level 3 or above in Business Administration, Customer Service or a similar subject

What are the benefits?  

How much will I be paid?

You will earn £19,240 a year while training. When you pass your apprenticeship you can apply for a permanent job at the Welsh Government. Within 2 years of starting your apprenticeship you could be earning £22,500. 

You will get 31 days holidays as well as 10 public and privilege days. We offer flexible working arrangements to help you get the right work/life balance. You will also be eligible for membership of the Civil Service Pension Scheme

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