Application Support Engineer

The role As an Application Support Engineer at Natural Resources Wales, you'll join a friendly, supportive team working in a modern, cloud-first environment. You'll have the opportunity to grow your skills while supporting applications that play a vital role in protecting Wales' environment and communities.

Experience using Customer Relationship Management (CRM) systems would be advantageous for this specific role. You'll work closely with colleagues across NRW to understand technical issues and help resolve them, ensuring solutions are delivered within agreed SLAs.

This is a meaningful role providing 2nd-line support and maintenance for applications used across areas such as environmental protection, water and flood risk, forestry, land services, conservation, recreation, and marine and coastal management.

You'll also have the chance to expand your technical knowledge by working alongside experienced engineers. The Application Support Team ensures NRW's applications run smoothly and remain well maintained. You'll collaborate with senior engineers to investigate and fix issues, apply patches, and support upgrades, while also contributing to the team's knowledge base by documenting upgrades, known issues, and solutions.

You will report to the Application Support Team Leader and work as part of a flexible shift pattern covering service hours from 8am to 6pm. You will also take part in a scheduled rota providing an Out-of-Hours ICT service to an agreed level, with occasional overtime required to meet business needs.

As an organisation we support flexible working. You will be contracted to the nearest NRW office to your home and a suitable hybrid working pattern will be agreed on appointment. Any regular face to face meetings or training will be planned in advance.

To make an informal enquiry about this role, please contact Andrew Lightfoot at Interviews will take place through Microsoft Teams Successful applicants will be subject to a satisfactory Disclosure and Barring Service Check (DBS) check.

Appointments are normally made within 4 to 8 weeks of the closing date. What you will do Ensure the health and availability of applications and systems in line with ICT governance. Ensure that incidents and service requests are resolved within the agreed service level agreements.

Follow the Application Support Team workplan. Work with Senior Engineers to resolve issues and improve live systems. Advise and provide guidance for Analysts and Apprentices within the team. Follow proactive tasks and maintenance schedules and implement routine upgrades of services.

Work with external strategic partners to ensure application issues are resolved within service level agreements. Develop and release application patches in line with ICT governance.

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