3 AI support & productivity technician Apprentice

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

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

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