- Company Name
- FORDS Packaging Systems Ltd
- Job Title
- IT Support & Systems Administrator
- Job Description
-
**Job title:** IT Support & Systems Administrator
**Role Summary:**
Provide first‑line and escalation IT support for approximately 70 users, manage the Microsoft 365 ecosystem and the Epicor ERP system, maintain Windows infrastructure, networking, and security, and assist the IT Manager with project delivery, vendor coordination, and procurement.
**Expactations:**
- Maintain high service levels through timely ticket triage and resolution in Jira.
- Act as the primary point of contact for all user‑centered IT issues across Windows, M365, ERP, and telephony.
- Support remote/USA users and manage a mixed workload of routine support and project tasks.
- Deliver user training, documentation, and ongoing process improvement.
**Key Responsibilities:**
- First‑line support and escalation for hardware, software, system, and network issues.
- Ticket management in Jira (or ServiceNow) ensuring SLA compliance.
- Administration of Windows Server, Windows 11, Active Directory, and domain services.
- End‑user support for Microsoft 365 (Outlook, SharePoint, OneDrive, Office apps).
- Super‑user and system administration for Epicor ERP and associated reporting tools.
- Cyber‑security maintenance: patching, antivirus, firewall monitoring.
- Telecom and mobile/landline infrastructure support.
- IT procurement, supplier liaison, and contract management.
- Delivery of new‑hire inductions and ongoing IT training sessions.
- Participation in and assistance with IT projects (migrations, tool roll‑outs, upgrades).
- Liaison with external MSPs and other external stakeholders as directed.
- Creation and maintenance of user documentation and support procedures.
**Required Skills:**
- Proven hands‑on IT support/engineering experience, ideally in an SME environment.
- Proficiency with helpdesk tools such as Jira or ServiceNow.
- Strong working knowledge of Windows Server, Windows 11, and Active Directory.
- Experience with Microsoft 365 (Outlook, SharePoint, OneDrive, Office suite).
- Solid networking fundamentals (VPN, firewalls, LAN/WAN troubleshooting).
- Ability to manage multiple concurrent tickets and projects with high attention to detail.
- Excellent communication and relationship‑building skills across departments.
- Proactive, service‑oriented mindset and capability to work independently or in a team.
**Desirable Skills (listed as preference):**
- Azure and Intune administration.
- Cyber‑security awareness (SIEM, baseline configurations).
- Antivirus and patch management administration.
- ERP reporting/user support experience.
- Cloud/physical server hardware knowledge.
- Basic database or scripting ability.
- Strong user documentation and process documentation skills.
**Required Education & Certifications:**
- DBS clearance (or equivalent security clearance).
- Preferred IT certifications: CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar.
- No mandatory degree requirement.