3 Ai Support & Productivity Technician Apprentice

About the role

Junior Application Support Specialist 🚀 | QX System Support

Are you a tech-savvy problem-solver with a knack for digital systems? Want to kickstart your career in IT support and make a real impact? Openda is looking for a Junior Application Support Specialist to join our awesome team! You'll be diving into the QX system, helping our customers and users, and keeping our digital tools running smoothly. 🛠️

What You'll Be Doing:

• Building & Improving: Design, create, and implement new features in the QX system. Think of it as upgrading our digital playground! 🎮
• Troubleshooting Guru: Support our internally developed applications. When an error pops up, you'll be the first line of defense, investigating issues and fixing them within our service level agreements (SLAs). 🕵️‍♀️
• Keeping an Eye Out: Monitor error logs, backups, and other alerts. You'll use your diagnostic skills to figure out what's going on and how to sort it. 🔍
• Root Cause Explorer: Investigate application and digital issues methodically. You'll dig into error messages, logs, and user info to find the root causes and the best solutions.
• Problem Solver: Take action when application problems arise. Fix what you can and smartly escalate tougher challenges to your colleagues. 💪
• Quality Tester: Thoroughly test development changes and fixes to ensure everything is perfect before it goes live. Right First Time is our motto! ✅
• Implementation Assistant: Support the rollout of changes, upgrades, and new features. You might even help our onsite team during go-live events! 🚀

Customer & User Support:

• Your Friendly Voice: Provide technical and application support to our customers via phone, email, and other channels. 📞📧
• Query Master: Handle incoming calls and customer queries daily.
• Understanding Needs: Get to the heart of customer requirements and application questions. Investigate and implement solutions or connect them with the right person.
• QX System Guide: Help users get the most out of the QX ERP system. Offer guidance on functionality and advise on how to boost productivity.
• Training & Demos: Assist with application training, demonstrations, and user guidance. Help customers build confidence and skills with QX and our digital systems. 🧑‍🏫
• Clear Communicator: Translate technical jargon into clear, understandable language for both customers and colleagues. Keep everyone in the loop on progress and timelines. 🗣️

Digital Tools, Data & Security:

• Data Detective: Use digital tools and reports to analyze support and application data. Spot trends, recurring issues, and areas for improvement. 📊
• Database Explorer: Develop an understanding of database structures and how business data is used within the QX system. 📚
• Security Champion: Follow Openda's information security, data protection, and confidentiality policies like a pro. 🛡️
• Risk Spotter: Recognize and escalate any potential security, data protection, or access-related issues according to company procedures.
• Knowledge Seeker: Utilize technical documentation, product info, and internal resources to investigate issues and provide accurate advice. 💡

Skills You'll Need:

• Communication Ace: Great written and verbal communication skills. 📝💬
• IT Savvy: General IT skills and a strong problem-solving mindset. 💻
• Methodical Investigator: Ability to investigate technical or application issues systematically and find solutions.
• Eager Learner: Willingness to learn about database structures and business applications. 🧠
• Detail Oriented: Ability to work accurately and pay attention to the finer details.
• Tech Curious: Willingness to learn Progress 4GL, QX, and other digital technologies used by Openda.
• Time Management Pro: Ability to prioritize your workload and meet deadlines. ⏰
• Team Player: Ability to communicate effectively with both technical and non-technical people.

If you're ready to learn, grow, and make a difference, hit that apply button! 👇

Key responsibilities

• Investigate application and digital issues, resolving within competence and escalating complex matters.
• Provide technical and application support to customers and users through appropriate channels.
• Carry out thorough testing of development changes and application fixes.
• Monitor and manage error logs, backups, and support folder issues.
• Adhere to information security, data protection, and confidentiality policies.

Entry requirements

GCSE in: (English (grade 4/C and above), Maths (grade 4/C and above))