About the apprenticeship
Duties
•Provide 1st and 2nd line technical support to internal staff and external clients, ensuring swift and effective resolution of issues.
•Support and maintain the company’s computer systems, business applications and IT infrastructure across multiple locations.
•Take ownership of incidents and service requests, delivering timely follow-ups, resolutions and clear communication throughout.
•Liaise with third-party vendors and service providers to escalate and resolve technical issues.
•Create and maintain technical documentation, including installation guides and knowledge base articles.
•Manage user account administration, including onboarding and offboarding in alignment with HR processes.
•Administer and support business-critical applications, ensuring high availability and performance.
•Become a key technical resource for order management and stock control systems (training provided).
•Assist with the onboarding of new clients, integrating their systems with internal platforms.
•Collaborate on the development and implementation of eCommerce and IT projects.
•Provide technical support for the development and enhancement of web and desktop applications.
•Maintain and update client websites, ensuring content and functionality remain current.
Additional Information
You will be required to work in person at The PHL Group in Welshpool on a full-time basis (with time made for digital delivery of the Apprenticeship programme)
Additional information
Attributes:
•Customer-focused – Puts users and clients first when solving problems.
•Good problem-solver – Thinks logically and works through technical issues calmly.
•Attention to detail – Careful with tasks, systems, and documentation.
•Well organised – Manages time and tasks efficiently.
•Clear communicator – Explains technical things in a simple, easy-to-understand way.
•Team player – Works well with colleagues and external partners.
•Flexible – Comfortable handling changes and new challenges.
•Self-motivated – Takes initiative and works well independently.
•Tech-savvy – Enjoys learning new systems and keeping up with technology.
•Process-minded – Understands the value of following clear steps and best practices.
•Reliable – Dependable, trustworthy and consistent.
•Professional – Polite, respectful and positive in all situations.
Renumeration and Benefits:
•Pension Scheme
•Employee Assistance Scheme
•Sick Pay
•Rewards and Recognition Programme
Requirements
Qualifications
GCSE (or equivalent) in Maths and English at Grade A*-C/Level 2:
GCSE (or equivalent) in an IT subject:
Skills:
•Strong troubleshooting skills across Windows environments, applications and hardware.
•Basic understanding of networking concepts and infrastructure support.
•Excellent communication and documentation skills.
•Ability to manage and prioritise multiple tasks effectively in a fast-paced environment.
•Familiarity with eCommerce platforms, web technologies, or desktop applications is a plus.
•Willingness to learn and contribute to ongoing technical projects and initiatives.
Desirable Qualifications/Experience:
•Exposure to web development (e.g., HTML, CSS, CMS platforms).
•Experience working with order management or inventory systems.
•Prior involvement in client onboarding or systems integration.
•A Level 3 IT related qualification
•Proven experience in a technical support or IT systems role.
•Experience working with ticketing systems and managing incidents end-to-end.
Skills
Skills:
•Strong troubleshooting skills across Windows environments, applications and hardware.
•Basic understanding of networking concepts and infrastructure support.
•Excellent communication and documentation skills.
•Ability to manage and prioritise multiple tasks effectively in a fast-paced environment.
•Familiarity with eCommerce platforms, web technologies, or desktop applications is a plus.
•Willingness to learn and contribute to ongoing technical projects and initiatives.
Desirable Qualifications/Experience:
•Exposure to web development (e.g., HTML, CSS, CMS platforms).
•Experience working with order management or inventory systems.
•Prior involvement in client onboarding or systems integration.
•A Level 3 IT related qualification
•Proven experience in a technical support or IT systems role.
•Experience working with ticketing systems and managing incidents end-to-end.
Welsh language
Welsh spoken skills: No
Welsh written skills: No
If you are interested in doing an apprenticeship through the medium of Welsh or bilingually, please contact the training provider to find out if it is available.
Training provided
Training provider
Catapwlt
Qualification
Apprenticeship Level 3 – Digital Infrastructure Engineer Level 3
Disability confident
Is this employer disability confident: No
What is disability confident?
Disability confident employers are committed to offering equal opportunities for people with disabilities and health conditions.
Employer details
PHL Group
Dragonworks
Henfaes Lane
Welshpool
SY21 7BE