Job Description

IT Support & Systems Administrator
We have created a brand-new role for an experienced IT Support & Systems Administrator to partner with our IT Manager in providing excellent day-to-day IT service, and supporting broader IT initiatives. This is a hands-on, user-centric role. You'll be the go-to person for our colleagues, ensuring smooth operations and assisting the IT Manager with strategic projects. If you are looking for a great next step in your IT career - a mix of support + project work + systems administration - we'd love to hear from you.
You'll thrive if you enjoy:

• Helping people solve IT issues quickly and confidently and being the backbone of a strong IT function
• Working across systems and applications (not just desktop support)
• Being approachable, service-oriented and proactive
• Having the opportunity to work closely with a highly experienced IT Manager, gain broad exposure and expand your technical skill and depth
• Being part of a growing, dynamic business with a mission to innovate in packaging technology

Key Duties

• Provide front-line and escalation support for IT queries (hardware, software, systems and network) for our employee base of around 70, including several USA based employees.
• Triage incoming tickets in Jira, respond in a timely manner and maintain high service levels
• Support the Microsoft 365 environment: Outlook, SharePoint, OneDrive, Office apps to achieve business requirements.
• Assist the IT Manager with cyber security tasks: patch management, antivirus, firewall monitoring
• Become a super-user and system administrator for our ERP (Epicor) system and associated reporting tools; support users across departments
• Assist with IT procurement, supplier liaison, contract management (hardware, software, consumables).
• Support our telephony and mobile/landline infrastructure
• Delivery of IT training and inductions as required
• Participate in and assist project delivery of IT initiatives (e.g., migrations, new tools and software)
• Liaise with external MSP as directed and required.
• Any such tasks required from time to time, provided they are within the competence of the job holder.
• Very occasional out of hours support.

Skills/Experience
Essential

• Strong experience in a hands-on IT Technician/Engineer/Support role (ideally in SME environment)
• Practical experience with helpdesk tools (e.g., Jira, ServiceNow)
• Strong working knowledge of Windows Server, Windows 11, Active Directory
• Good experience with Microsoft 365 (including SharePoint/OneDrive)
• Solid networking knowledge: VPN, firewalls, WAN/LAN troubleshooting
• Broad understanding of IT systems: hardware, software, user support

Desirable

• Azure and Intune Administration
• Cyber security awareness (e.g., SIEM, baseline configuration
• Antivirus & patch management administration
• Database and/or coding experience
• ERP system experience (especially user support or reporting)
• Experience with cloud and physical server hardware
• Proven ability to write user documentation and support business processes

Person Specification

• A DBS Clearance will be required for this role
• Excellent communicator who builds strong relationships across departments
• Outstanding service mindset: proactive, responsive, helpful
• Strong attention to detail and accuracy in work
• Organised and able to manage a mixed workload, balancing routine support with project activity
• Collaborative team player, but also comfortable working independently
• Enthusiastic, keen to learn and grow your technical skills

Remuneration

• competitive
• Discretionary bonus
• Early Friday finish - 37 hour working week (Monday to Thursday 8.00am - 4.30pm, Friday 8.00am - 1.00pm)
• 25 days holiday + bank holidays
• Company life insurance x 6 times
• Pension 5%
• Income protection after 3 years' service
• Access to Independent Financial Adviser
• Office based - at our modern offices in Kempston, Bedfordshire.

Our Candidate Private Policy can be found

Skills Required