Product Support Apprentice Technician

School of Computer Science and Engineering, Bangor University; Bangor; On-site; GBP 23,000 - 28,000; Full time

Job summary

Bangor University is recruiting for a 3-year fixed-term Product Support Apprentice Technician within the Digital Solutions team. The role involves assisting with second-line IT support, responding to Helpdesk cases, and gaining hands-on experience across university business systems while pursuing a degree apprenticeship.

The successful candidate will work 8:45am to 5:00pm, Monday to Friday, on-site at Bangor.

Qualifications

• Good communication and analytical skills required.
• Ability to work independently and as part of a team.
• Willingness to learn new technologies and processes.
• Education to A Level standard or equivalent, with English and Maths requirements.

Responsibilities

• Respond to Helpdesk support cases and communicate with users.
• Investigate issues and provide timely, clear updates.
• Develop and maintain technical documentation and knowledge articles.
• Support day-to-day operations and participate in continual service improvement.

Skills

Customer service

Communication

Organisational skills

Willingness to learn

Teamwork

Problem solving

Education

A Level or equivalent

English and Maths

Tools

Microsoft Office

Job description

Job Number BU04056

School/Department Digital Services

Grade 3

Salary Information Starting Salary: £25,422 p.a. (Grade 3)

Contract Duration 3 Years

Responsible to Product Support Manager

Closing Date 24-08-2026

Applications are invited for a 3-year fixed-term post of Product Support Apprentice Technician within the Digital Solutions section of the Directorate of Digital & Estates Infrastructure & Development. This role provides an excellent opportunity to gain practical experience across a range of business systems and technologies while completing a three-year degree apprenticeship programme.

The successful candidate will join the Product Support Team, supporting a wide range of business systems, applications and devices used across the University. You will respond to support cases raised through our Helpdesk system, investigate issues, and communicate with users in person or via Teams.

The role requires good communication and analytical skills, the ability to work well independently and as part of a team, and a willingness to learn new technologies.

The role is based on site at Bangor University. The successful candidate will be required to work every day, except when attending scheduled day release as part of the degree apprenticeship programme. Working hours are 8:45am to 5:00pm, Monday to Friday.

Applicants must be educated to A Level standard (or equivalent), or have relevant industry experience that demonstrates the ability to meet the entry requirements for the degree apprenticeship programme. A good standard of English and Mathematics is essential.

The successful candidate must undertake one of the following degree apprenticeship programmes:

• Applied Software Engineering Degree Apprenticeship BSc (Hons)
• Applied Data Science Degree Apprenticeship BSc (Hons)

Years 1 and 2 day release will be delivered at our partner college in Rhos-on-Sea, with Year 3 delivered by Bangor University in Bangor.

More information on the degree apprenticeship eligibility can be found here: https://www.bangor.ac.uk/study/degree-apprenticeships

The ability to communicate through the medium of Welsh is desirable.

The successful candidate will be expected to commence as soon as possible.

Committed To Equal Opportunities.

Overview

Digital Solutions and Digital Infrastructure are responsible for providing, developing, and maintaining IT facilities and services across the University, supporting staff and students. We have a good reputation within the University, providing reliable and resilient infrastructure, services, systems and facilities. We pride ourselves on being helpful, friendly, and responsive to user needs.

The Product Support team provides second line support for the University’s business systems, including the Microsoft Office platform, Banner, Unit4 Business World, iTrent, Planon, Student and Tutor Applications, and other in-house systems. The team also administers security and user permissions and provides advice and support for end-user devices.

The Product Support Apprentice Technician will support the delivery of technical support services for business systems and applications while developing the knowledge and skills required to work within a professional IT support environment. Working alongside experienced colleagues, the postholder will assist with resolving support requests, maintaining documentation, supporting users, and contributing to continual service improvement activities. The role provides an opportunity to gain practical experience across a range of business systems and technologies while completing a three-year degree apprenticeship programme.

Purpose of the Job

The Product Support Apprentice Technician acts as an escalation point for complex issues. The postholder will work closely with Senior Technicians, internal specialists, and first line support teams to deliver high‑quality support, maintain technical documentation, share knowledge, and identify service improvements. A key focus of the role is to reduce avoidable Helpdesk demand through proactive problem management, improved processes, training, and better documentation.

Main Duties and Responsibilities

• Assist with providing second line support for business applications and systems, helping to log, update, and progress incidents and service requests within agreed procedures and service levels.
• Support the investigation of technical issues escalated from first line support teams, working under guidance from experienced colleagues and ensuring users receive clear and timely updates.
• Respond to developing or critical issues by following established processes and escalating promptly to senior team members where appropriate.
• Assist in monitoring recurring issues and contribute to identifying patterns or potential root causes, supporting efforts to reduce repeat incidents and improve documentation.
• Support the creation and maintenance of technical documentation, knowledge articles, and standard procedures to ensure information remains accurate and accessible.
• Work collaboratively with colleagues, including managers and first line support teams to help develop and follow standard operating procedures for routine support activities.
• Build effective working relationships with internal colleagues, Product Owners, managers, vendors, and third-party suppliers by supporting communication and escalation activities as required.
• Assist with system support activities such as testing, routine checks, and basic troubleshooting under supervision.
• Contribute to knowledge sharing within the Product Support team and support a culture of continual service improvement through learning and participation in team activities.
• Take responsibility for developing product knowledge in assigned systems as part of the apprenticeship programme, supporting the team in day‑to‑day operational activities under supervision.

Other Duties And Responsibilities

• The post holder will be expected to participate in performance review and developmental activities.
• The post holder will be expected to comply with the University equal opportunities policies, Dignity at Work and Study Policy and the University’s Welsh Language Scheme.
• The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for themselves and for other members of staff, students and visitors affected by their actions or inactions. The post holder is also required to comply with all applicable health and safety policies, procedures and risk assessments.
• The post holder must comply with relevant legal and financial policies and procedures and be aware of their responsibilities in terms of the legal requirements of their posts.

Person Specification

Qualifications/Training

Essential

• Educated to A Level standard (or equivalent), or have relevant industry experience that demonstrates the ability to meet the entry requirements for the degree apprenticeship programme. A good standard of English and Mathematics is essential.
• Willingness to undertake and successfully complete a relevant degree apprenticeship qualification.

Experience/Knowledge

Essential

• Interest in IT, technology, and customer support.
• Basic knowledge of the Microsoft Office platform.

Desirable

• Experience of helping others with IT-related issues.
• Experience of working in a team environment.
• Awareness of business systems or Helpdesk environments.

Skills/Abilities

Essential

• Good customer service and communication skills.
• Ability to convey information clearly and professionally.
• Good organisational skills and attention to detail.
• Willingness to learn new skills and technologies.
• Ability to work independently and as part of a team.
• Positive and professional approach to supporting users.

Desirable

• Problem‑solving skills and willingness to take initiative.
• Ability to explain technical information to non-technical users.

Other Desirable

• The ability to communicate through the medium of Welsh is desirable for this role.

General

The University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds. We strive to develop a workforce from all sections of the community regardless of sex, gender identity, ethnicity, disability, sexual orientation, trans identity, relationship status, religion or belief, caring responsibilities or age. We promote and facilitate the use of the Welsh language through our progressive Welsh Language Policy. We comply with the Welsh Language Standards and are committed to equality of opportunity. You are welcome to apply for any job in English or Welsh and all applications submitted will be treated equally.

We are a member of Advance HE's Athena SWAN Gender Equality charter and hold a Silver award in recognition of our commitment to and progress towards gender equality within the University's policies, practices, and culture.

The University has recently achieved a Race Equality Charter Bronze award reflecting our commitment to building an inclusive and equitable society for black, Asian and minoritised ethnic staff.

We are proud to be a Disability Confident employer.

All members of staff have a duty to ensure their actions are in line with the overall environmental aims of the University and minimise their environmental impact.

All offers are made subject to proof of eligibility to work in the UK and receipt of satisfactory references.

We have a legal responsibility to ensure that you have the right to work in the UK before you can start working for us. When you apply for this post you will be required to explain the basis upon which you believe you will be able to live and work in the UK legally on the commencement date of the role should your application be successful. If you do not have the right to work freely in any position in the UK already, any offer of employment we will make to you will be subject to you obtaining a right to work visa. The following link provides information on the various visa routes into employment and the eligibility requirements (including switching visa status where permissible) https://www.gov.uk/browse/visas-immigration/work-visas. If you are successful in your application we will discuss visa options with you at the time of making the offer of employment.

Please note that, in the event of applications being received from candidates on the University's Redeployment Register with a reasonable skills match to the post specification, these applicants will be given prior consideration.