* 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.
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