Core Accountabilities
Support the IT department in maintaining the IT environment through proactive maintenance and business change projects.
Ensure employees efficiently utilise their technology by providing excellent user support and training.
Act as a technical authority on applications, delivering prioritised solutions with internal and external partners.
Uphold IT policies, procedures, and documentation; provide guidance and training as required.
Escalate complex issues from 1st/2nd line engineers and monitor key IT security factors.
Lead and support IT projects, specifically related to Microsoft 365 and ERP systems.
Identify opportunities to improve IT efficiency, security, and resilience across the organisation.
About the Role
Responsibilities
Provide technical support to optimise the use of modern workspace technologies (Microsoft 365, Azure, Epicor ERP, Sage ERP) as part of an ITIL-based IT team.
Act as a superuser for business applications, evaluating training requirements and ensuring consistent, efficient user experience.
Deliver prioritised solutions with support from internal and external partners.
Ensure IT policies, procedures, set-up, and documentation are understood, followed, and communicated to users.
Serve as escalation point for 1st/2nd line engineers.
Monitor and report on key security and operational factors.
Lead and manage IT projects, particularly around Microsoft 365 and ERP systems.
Implement processes to improve efficiency, security, and resilience within IT infrastructure.
Proactively complete IT maintenance activities to maintain secure and stable platforms.
Maintain a strong understanding of IT safety and security procedures.
Relationship
Collaborate with IT colleagues, internal stakeholders, and external partners to deliver project outcomes and resolve technical issues.
Liaise with vendors, suppliers, and stakeholders to support applications and infrastructure improvements.
Other
Identify opportunities to optimise application use and user experience.
Keep up to date with IT trends, tools, and best practice.
Mentor colleagues and support knowledge sharing across the IT team.