IT Support & Systems Administrator

Fords Packaging Systems; Kempston; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading packaging technology firm in Kempston seeks an experienced IT Support & Systems Administrator to manage day-to-day IT services and support strategic projects. You'll handle IT queries from around 70 employees and be pivotal in maintaining the Microsoft 365 environment. This position demands strong IT support experience, practical knowledge of helpdesk tools, and proficient skills in networking. The role offers competitive benefits, including a discretionary bonus and a 37-hour work week.

Benefits

Competitive salary

Discretionary bonus

Early Friday finish

25 days holiday + bank holidays

Company life insurance

Pension at 5%

Income protection after 3 years

Access to Independent Financial Adviser

Qualifications

• Strong experience in a hands-on IT Technician/Engineer/Support role.
• Practical experience with helpdesk tools like Jira.
• Strong working knowledge of Windows Server and Active Directory.
• Good experience with Microsoft 365 applications.
• Solid networking knowledge, including VPN and firewalls.

Responsibilities

• Provide front-line support for IT queries from employees.
• Triage incoming tickets in Jira and respond promptly.
• Support the Microsoft 365 environment and its applications.
• Assist with cyber security tasks such as patch management.
• Become a super-user for the ERP system and support users across departments.

Skills

IT support experience

Helpdesk tools proficiency

Windows Server knowledge

Microsoft 365 skills

Networking knowledge

Understanding of IT systems

Tools

Jira

Windows 11

Active Directory

VPN

Epicor

Job description

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.

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

Benefits

• £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 here.