IT Support Analyst Apprentice

Employer description:
E-Max Systems are looking to hire their next superstar apprentice! E-Max has an established record of supporting apprentices, offering opportunities to progress and plenty of support from teams.

E-Max Systems is a leading provider of ERP Solutions, offering software and services to streamline business processes and enhance productivity. The team is dedicated to delivering quality support to ensure their customers maximize the benefits of E-Max’s ERP Solutions.

Overview:  
As a Support Analyst Apprentice, you will be the first point of contact for customers seeking technical assistance. Your role will be to provide basic troubleshooting and support for our ERP solutions, assisting users with common issues, escalating more complex cases, and ensuring a smooth user experience. This position is ideal for someone with strong problem-solving skills, effective communication, and a genuine interest in technology and customer service.

Key Responsibilities

• Customer Support: Respond to customer inquiries via phone, email, and chat, offering first-level support and guidance for ERP-related issues.
• Troubleshooting: Diagnose and resolve basic software issues, documenting resolutions and creating reports on recurring problems.
• Escalation: Identify cases that require advanced troubleshooting, escalating them to T2 support or relevant departments when necessary.
• Documentation: Maintain accurate and detailed records of customer interactions and solutions provided in the ticketing system.
• Server management: E-Max systems deliver hosting as part of their ERP Cloud package & will work with servers on a daily basis via RDP, Team Viewer & other remote support applications.
• Training & Knowledge Sharing: Contribute to the creation of user guides, FAQs, and knowledge base articles, aiming to empower users and reduce support demand.
• Product Knowledge: Develop a comprehensive understanding of E-Max Systems' ERP software to provide accurate support and advice.
• Customer Success: Monitor and follow up on outstanding tickets, ensuring timely resolution and a high level of customer satisfaction.

Requirements

• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Excellent problem-solving skills and attention to detail.

Working week: Monday - Friday, 9am - 5pm.

Salary: £18,000 - £20,000 per annum.

Benefits

• Competitive salary
• Professional development opportunities
• Supportive work environment
• Charge Place Scotland Chargers 50m from work place
• Onsite parking
• Lunch every second Friday

Future prospects:
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Important information: 
This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.

Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.

On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 8. 

If you are interested in starting your career and receiving a work based qualification at the same time, APPLY NOW!