IT Support Analyst, Sr

Epicor; Cambridgeshire and Peterborough; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading ERP solution provider is seeking an IT Support Analyst to maintain computer systems and provide exceptional user support. This full-time, hybrid role (3 days in office, 2 days remote) offers a competitive salary and benefits including health and wellness support, education assistance, and career development opportunities. You will assist users in troubleshooting issues, mentor team members, and enhance IT processes within a collaborative environment.

Benefits

Comprehensive health and wellness benefits

Free LinkedIn Learning licenses

Career development programs

Work-life balance policies

Global mobility support

Qualifications

• 5+ years applicable experience and demonstrated success/knowledge.
• Experience supporting remote end users with little or no IT background.
• Ability to complete and maintain basic work and project records.

Responsibilities

• Perform analysis, diagnosis, and resolution of complex computer problems.
• Communicate across departments while maintaining professionalism.
• Support and mentor new members of the hosting team.

Skills

Advanced technical problem-solving skills

Excellent written and oral communication skills

Ability to work as part of a team

Research skills

Education

High school diploma

Bachelor's degree or relevant technical certifications

Tools

Microsoft operating systems

Apple operating systems

Epicor proprietary software

Job description

The IT Support Analyst, Senior Supports and maintains organizational computer systems and peripherals for Epicor hosted customers. This includes deploying, repairing, maintaining, and upgrading all virtual and cloud servers and the implementation of new software and tools. Effectively provide first‑hand support to end‑users in identifying and resolving technical issues, also provides mentorship to junior members of the IT team and specialized technical assistance to other IT verticals.

• Perform analysis, diagnosis, and resolution of complex computer problems, and provide best‑in‑class customer support for our customers. Recommend and implement corrective solutions for end‑users in person, and remote support for off‑site users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot hosted and cloud systems.
• Communicate and multi‑task across departments and technologies, while maintaining an appropriate level of professionalism and aligned goals.
• Utilize corporate ticketing system to document and track incidents, requests, and user interactions.
• Support Microsoft and Apple operating systems and related software; and Epicor proprietary and remote connectivity.
• Provides mentorship and training for new members of the hosting team.
• Help management design, improve, document, and implement IT processes. Experience supporting remote end users with little or no IT background.
• Ability to complete and maintain basic work and project records.
• Ability to work as part of a team.
• Ability to identify and seek needed information/research skills.
• Excellent written and oral communication skills.
• Advanced technical problem‑solving skills. 5+ years applicable experience and demonstrated success/knowledge.
• High school diploma.
• Bachelor's degree and or relevant technical certifications preferred.

At Epicor, we're truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future‑ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain. We're Proactive, Proud, Partners. Whatever your career journey, we'll help you find the right path. Through our training courses, mentorship, and continuous support, you'll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we're the essential partners for the world's most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Join our dynamic team in Bracknell! This is a full‑time, permanent hybrid position, offering the perfect balance of three days in the office and two days working from home. Embrace the flexibility and be part of an innovative environment where your contributions truly matter.

Competitive Pay & Benefits

• Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well‑being.
• Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
• Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
• Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
• Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
• Work‑Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
• Global Mobility: Comprehensive support for international relocations and permanent residency processes.