It Support Assistant

Description:

I.T. Support Assistant to support the day-to-day I.T. needs of the business and work closely with the current I.T. Manager as they reduce their working pattern to three days per week.

The successful candidate will become the on-site point of contact for I.T. support when the I.T. Manager is not working, helping users with first-line issues, coordinating with Strident, our outsourced I.T. support provider, and ensuring issues are clearly understood, communicated and followed through.

The role will also support the administration of our ERP system, Epicor 10, and assist with the upgrade programme to Epicor Kinetic. This is a fantastic opportunity suited to a motivated individual looking to develop their I.T. career who has a strong educational foundation, a practical approach to problem solving and a willingness to learn in a growing manufacturing environment.

Main Purpose of Role

Provide first-line IT support to employees across the business, including user access, hardware, software, connectivity and general IT queries.
Act as the primary on-site IT contact t on the days the IT Manager is not working.
Act as the day-to-day link between Currock and Strident, ensuring issues are properly described, prioritised, escalated and followed through to resolution.
Assist with new starters, leavers and role changes, including user accounts, PC/laptop setup, software access, phones and permissions.
Help maintain secure and reliable IT systems, supporting Cyber Essentials Plus requirements and good cyber awareness across the business.
Support the administration and ongoing improvement of Epicor 10 / Epicor Kinetic, including user support, data accuracy, reporting and system outputs.
Learn the company's systems and processes with a view to developing capability to take on greater responsibility over time.

Key Responsibilities

Provide day-to-day support for PC, printer, phone, software, password, connectivity and basic network issues.
Triage IT issues by gathering facts, checking simple causes, recording actions taken and identifying when escalation to Strident or the IT Manager is required.
Liaise with Strident on support tickets, administration tasks and technical issues, translating business problems into clear IT requirements and relaying updates back to users.
Support the IT Manager with system administration, cyber security, backups, updates, hardware replacement, user permissions, asset records and IT documentation.
Set up new users, PCs, phones and peripherals, and assist with leaver processes to ensure access is removed appropriately.
Support the maintenance of Cyber Essentials Plus standards, including user awareness, phishing/scam vigilance, patching discipline and secure working practices.
Assist with Epicor ERP administration, including user support, correcting input errors where appropriate, maintaining data quality and supporting the Epicor Kinetic upgrade.
Create or assist with SQL queries, reports and dashboards to help the business access manufacturing and operational data.
Communicate clearly with non-technical users, explaining what is happening, what action is needed and expected timescales.
Work closely with the I.T. Manager to capture and document key company I.T. knowledge, creating clear process notes and handover documentation to support business continuity and future succession planning.
Identify opportunities to improve IT processes, documentation and user experience.

Skills and Experience Required

Strong interest in IT, business systems and problem solving, with a willingness to learn quickly in a practical working environment.
Basic understanding of PCs, Windows, Microsoft 365, networks and how to test connectivity.
Able to follow logical troubleshooting steps, ask good questions and document issues clearly.
Confident communicator who can work with employees at all levels and liaise professionally with external IT support providers.
Organised and reliable, with the ability to prioritise multiple issues and follow them through to completion.
Good attention to detail, especially around user access, system permissions, data accuracy and security.
Awareness of cyber security risks such as phishing, scams, passwords and safe use of systems.
Ability to work as part of a team or alone when the IT Manager is not in work.
Positive attitude to learning, continuous improvement and working safely in a manufacturing environment.

Desirable Experience

A qualification in IT, Computing, Digital, Networking or a related field, or equivalent relevant experience.
Experience in an IT support, helpdesk, service desk or technical support role.
Experience with Epicor 10, Epicor Kinetic or another ERP/manufacturing system.
Basic knowledge of SQL, reporting tools, dashboards, data extracts or database concepts.
Experience setting up users, PCs, printers, phones or Microsoft 365 accounts.
Familiarity with Cyber Essentials / Cyber Essentials Plus or similar IT security standards.
Experience working in engineering, manufacturing or another quality-controlled environment.

Health & Safety Responsibilities

Comply with the Company's Health & Safety policies, procedures and safe systems of work.
Take reasonable care of your own health and safety and that of others who may be affected by your actions.
Follow site rules and emergency procedures at all times.
Actively participate in Health & Safety reporting and continuous improvement initiatives.

Working Pattern

Full Time (38 hours p/w) with flexible start/finish times

What we can offer you

25 days holiday plus bank holidays
Flexible start/finish times and finish at lunchtime on a Friday
Annual bonus scheme linked to company profits and performance targets
Opportunities for development and supportive team environment
Company Sick Pay
Pension: Banded earnings’ scheme where the company currently pays 5% matched
Employee Assistance Programme
Free parking