Application Support Engineer

Cyfoeth Naturiol Cymru / Natural Resources Wales; Wales; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Civil Service Pension

Annual Leave

Wellbeing benefits

Professional development

Weekly wellbeing hour

Job summary

Natural Resources Wales is seeking an Application Support Engineer to join a friendly team in a modern, cloud-first setup. The role focuses on 2nd-line support and maintenance for NRW applications used across environmental protection, water, forestry, and conservation sectors.

You will work with colleagues to diagnose issues, resolve incidents within SLAs, and document solutions for knowledge sharing. The role includes occasional out-of-hours duties and a flexible hybrid pattern to suit the

Qualifications

• Proficient in MS 365 and modern collaboration tools.
• Experience with Web Applications and 3rd party software.
• Familiar with Azure environment and cloud-first approaches.
• Knowledge of ITIL Service Management framework and incident, problem, change and release processes.
• Excellent communication with both technical and non-technical stakeholders.

Responsibilities

• Ensure health and availability of applications and systems per ICT governance.
• Resolve incidents and service requests within SLAs; follow team workplan.
• Collaborate with Senior Engineers to resolve issues and improve live systems.
• Guide Analysts and Apprentices within the team.
• Coordinate routine upgrades and patches in line with governance.
• Contribute to testing and UAT for NRW applications.

Skills

MS 365

Azure

ITIL

Incident management

Communication

Job description

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.

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.

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. Assist in the coordination of User Acceptance Testing of NRW applications and services.
• Work with the senior engineers to develop new and enhance existing application in line with ICT development methodology.
• Undertake health and safety duties and responsibilities appropriate to the post
• Be committed to Natural Resources Wales Equal Opportunities and Diversity Policy , together with an understanding of how it operates within the responsibilities of the post
• Be committed to your own development through the effective use of your personal development plan (known as Sgwrs).
• Required to take part in incident response activities.
• Any other reasonable duties requested commensurate with the grade of this role.

Your qualifications, experience, knowledge and skills

• Proficient in MS 365
• Experience of Web Applications, 3rd party software and 'out-the-box' applications.
• Familiar with working in an Azure Environment.
• Knowledge of the ITIL Service Management Framework with hands on experience in Incident, Problem, Change and Release management processes.
• Knowledge of patching cycles, maintenance and upgrades. Strong logical thinking, problem-solving and troubleshooting abilities
• Excellent communication skills especially with non-technical stakeholders
• Experience working in various environments (development, test etc)

Welsh Language level requirements

• Essential: Level A1 - Entry level

Welsh language levels

Please note if you do not meet the A1 requirement i.e., ability to understand basic phrases and ability to pronounce Welsh names correctly, then NRW offers a variety of learning options and staff support to help you meet these minimal requirements during the course of your employment with us.

Additional Information

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.

Natural Resources Wales is unable to offer visa sponsorship for this position. Although we hold a Skilled Worker visa sponsorship licence, it applies only to specific roles that meet both the eligibility criteria and salary requirements set out by the UK Government under the Skilled Worker visa route.

Benefits

• Civil Service Pension Scheme offering employer contributions of 28.97% (successful internal staff will remain in their current pension scheme)
• 28 days annual leave, rising to 33 days
• generous leave entitlements for all your life needs
• commitment to professional development
• health and wellbeing benefits and support
• weekly wellbeing hour to use as you choose

See full details for all the employee benefits you will receive.

Please keep reading

We're passionate about creating a diverse workforce and positively encourage applications from under-represented communities. We embrace equal opportunity irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

We are committed to equal opportunities, and we guarantee interviews for candidates with disabilities who meet the minimum selection criteria.

We want to attract and retain talented and highly skilled staff, so we make sure that our pay scales remain competitive. We advertise the full pay scale on our job descriptions. Appointed candidates start at the first point of the pay scale and annual increments are paid each year.

We want our staff to grow professionally and personally. From leadership development to access to further and higher education courses, our staff have opportunities to expand their knowledge on variety of topics, stay current in their field and continue to learn as their career progresses.

We are a Bilingual organisation which complies with the Welsh Language Standards. Welsh language skills are considered an asset to NRW, and we encourage and support staff to learn, develop and use their Welsh language skills.

You are welcome to apply for any vacancy in Welsh or English, and any application submitted will be treated equally. Applications are welcome from individuals who want to work full-time, part-time, or job share.

Please note that we reserve the right to close this vacancy before the advertised closing date if we receive a high volume of applications. We encourage candidates to submit their application as early as possible and not wait until the closing date to apply.