3 AI support & productivity technician Apprentice

Introduction

You will also provide digital application support to customers, investigate and resolve application issues, communicate clearly with users, support go-live activities and contribute to continuous improvement. You will learn to recognise when issues are outside your level of competence or authority and escalate them appropriately.

About the Employer

Openda Ltd provides a specialist ERP software solution (QX) which is designed for the wholesale distribution and manufacturing industries.  Our software has been in existence for 30 years and through a programme of continual improvement it continues to remain at the forefront of technology.

We have built a strong team all of who have been carefully selected for their technical expertise and excellent customer service.  Our focus is to take our clients on a long-term journey to business efficiency by empowering them with the right IT infrastructure.

What You'll Do

1. Development and Application Support

• Design, create and implement new features within the QX system, under appropriate supervision and in line with agreed requirements
• Support internally developed applications and investigate incoming errors, ensuring issues are progressed and resolved within agreed customer Service Level Agreements (SLAs) where appropriate
• Monitor and manage error logs, backups and red box errors received into the support folder, using appropriate diagnostic information to investigate issues
• Investigate application and digital issues methodically, reviewing error messages, logs, user information and relevant system information to help identify root causes and appropriate solutions
• Take appropriate action when application problems are identified, resolving issues within your level of competence and escalating more complex or non-routine issues to the appropriate colleague
• Carry out thorough testing of development changes and application fixes to achieve a Right First Time result before implementation
• Support the development and implementation of changes, upgrades and new functionality, including assisting the onsite team during go-live

2. Customer and User Support

• Provide technical and application support to customers through telephone, email and other appropriate communication channels.
• Take incoming calls and deal with customer queries on a daily basis when required
• Understand customer requirements and application queries, investigate issues and implement appropriate resolutions or ensure the responsible party is made aware of the requirements
• Support users in the effective use of the QX ERP system, providing guidance on functionality and advising customers on appropriate ways to use the system to improve productivity and efficiency
• Assist with application training, demonstrations and user guidance, helping customers develop confidence and skills in using QX and associated digital systems
• Communicate technical information clearly and appropriately to customers and colleagues, keeping customers informed of progress and expected timescales

3. Digital Tools, Data and Security

• Use appropriate digital tools, system information and reports to undertake basic analysis of support and application data, identifying recurring issues, trends and opportunities for improvement
• Develop and maintain an understanding of database structures and how business data is used within the QX system
• Follow Openda's information security, data protection and confidentiality policies when accessing, processing, storing or sharing customer and company information
• Recognise and escalate potential information-security, data-protection or access-related issues in accordance with company procedures
• Use appropriate technical documentation, product information, internal knowledge resources and trusted sources to investigate issues and provide accurate advice and guidance

Skills Required

• Good written and verbal communication skills
• General IT skills and a good problem-solving approach
• Ability to investigate technical or application issues methodically and work towards an appropriate resolution
• Ability or willingness to learn about database structures and business applications
• Ability to work accurately and at a detailed level
• Willingness to learn Progress 4GL, QX and other digital technologies used by Openda
• Ability to prioritise workload and work to agreed deadlines
• Ability to communicate effectively with technical and non-technical customers and colleagues

Training Outcome

• Secure a full-time position after successful completion of apprenticeship

Skills Required

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Non judgemental
• Patience

Qualifications

• Essential - GCSE - English - 4/C and above
• Essential - GCSE - Maths - 4/C and above

Course Information

Course: Digital support technician (level 3)

Level: 3

Route: Digital

Apprenticeship Level: Advanced

Working Arrangements

Working Week: 9.00am- 5.00pm (½ hour unpaid lunch break)

Expected Duration: 1 Year 6 Months

Training Provider: LEEP TALENT LIMITED