IT Support Engineer Apprentice

Employer description: Sapman v12 is a fully featured ERP manufacturing software suite that works seamlessly with Sage 50 or Sage 200 financials. It can be used as a full manufacturing control system or just an advanced stock control or warehouse control solution.Responsibilities:Investigate and resolve customer support issues via email, phone, or remote access.Analyse data using SQL queries, audit trails, and AI tools to diagnose issues.Replicate unresolved issues, gather additional customer information, and create detailed documentation.Raise and manage internal support tasks, ensuring correct task statuses and customer updates.Assign tasks to developers and track progress through systems such as Trello and Customer Project Lists.Perform remote troubleshooting on customer servers/PCs, including SQL scripting.Manage customer software updates, monthly releases, and resolve update-related issues.Carry out full installs for new customers, including SQL setup, .NET installation, firewall configuration, and user setup.Conduct QA testing for releases (approx. 11 per year) and provide feedback to developers.Create customer-specific SQL import/export scripts and custom report layouts, iterating designs based on feedback.Desirable skills: SQL knowledge (queries, scripting, user setups).Experience with software troubleshooting and server environments.Familiarity with .NET, Windows Server, and firewall configuration.Ability to use support tools such as audit trails, remote access, and ..... full job details .....