IT Support Analyst, Senior
The IT Support Analyst, Senior supports and maintains organizational computer systems and peripherals for Epicor hosted customers. Ideally, Azure and Networking experience is essential. This includes deploying, repairing, maintaining, and upgrading all virtual and cloud servers and the implementation of new software and tools. Effectively provide first‑hand support to end‑users in identifying and resolving technical issues, and provide mentorship to junior members of the IT team and specialized technical assistance to other IT verticals.
We are looking for a full‑time, permanent hybrid position, offering a balance of three days in the office and two days working from home.
Duties & Responsibilities
* Perform analysis, diagnosis, and resolution of complex computer problems, and provide best‑in‑class customer support for our customers. Recommend and implement corrective solutions for end‑users in person and remote support as needed.
* Install, configure, test, maintain, monitor, and troubleshoot hosted and cloud systems.
* Communicate and multi‑task across departments and technologies, while maintaining professionalism and aligned goals.
* Utilize corporate ticketing system to document and track incidents, requests, and user interactions.
* Support Microsoft and Apple operating systems and related software; and Epicor proprietary and remote connectivity.
* Provide mentorship and training for new members of the hosting team.
* Help management design, improve, document, and implement IT processes.
Knowledge, Skills & Abilities
* Experience supporting remote end‑users with little or no IT background.
* Ability to complete and maintain basic work and project records.
* Ability to work as part of a team.
* Ability to identify and seek needed information / research skills.
* Excellent written and oral communication skills.
* Advanced technical problem‑solving skills.
Qualifications
* 5+ years applicable experience and demonstrated success/knowledge.
* High school diploma.
* Bachelor’s degree and/or relevant technical certifications preferred.
About Epicor
At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future‑ready by connecting people, processes, and technology.
Competitive Pay & Benefits
* Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well‑being.
* Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
* Career Development: Free LinkedIn Learning licenses and our Mentoring Program to boost your personal development.
* Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
* Inclusive Workplace: Collaborative, diverse, global workplace that fosters innovation and celebrates partnership.
* Work‑Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
* Global Mobility: Comprehensive support for international relocations and permanent residency processes.
Equal Opportunities and Accommodations Statement
Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this role - but your experience doesn’t match every qualification, that’s okay – consider applying. We are an equal‑opportunity employer.
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