IT Systems and ERP Support Executive

JOB PURPOSE

Support employees, maintain IT systems, networks, telephony, and backups, and assist with ERP implementation and ongoing operation. Work within the IT team and coordinate technical tasks with business users and suppliers. Support may extend to group companies as assigned by the IT Manager.

DUTIES AND RESPONSIBILITIES

Duties and Responsibilities

1. User Support

• Provide first- and second-line technical support for computers, printers, Microsoft 365, business applications and network connectivity.
• Record, prioritise and resolve support requests through the ticketing system, keeping users informed and escalating issues when necessary.
• Install and configure approved hardware and software, and support employee onboarding and offboarding.

2. Network Administration

• Configure, maintain, and troubleshoot IP addressing, VLANs, managed switches, DNS, DHCP, and network connectivity.
• Support firewalls, VPN connections, wireless networks and approved access rules.
• Maintain network diagrams, configuration records and device configuration backups.

3. Systems & Infrastructure

• Support Windows Server systems and administer Active Directory accounts, groups, permissions and Group Policies.
• Maintain Hyper-V hosts and virtual machines, including provisioning, monitoring, resource allocation and planned migrations.
• Perform approved updates, patching and maintenance, investigating system faults and performance issues.

4. Telephony — 3CX

• Administer extensions, phones, call queues, ring groups and call routing.
• Support SIP trunks and troubleshoot call quality, registration and connectivity problems.
• Coordinate with telecommunications providers and maintain configuration records.

5. Backups and Recovery — Veeam

• Monitor backup jobs, investigate failures and confirm that required systems are covered.
• Maintain approved backup schedules and retention settings.
• Perform authorised restores and recovery tests, documenting results and supporting disaster recovery procedures.

6. ERP Implementation and Support

• Work with departments to document business processes, requirements and operational issues.
• Coordinate assigned technical activities with the ERP Executive.
• Assist with system configuration, user access, data preparation, migration and validation.
• Support user acceptance testing, record defects and coordinate fixes and retesting.
• Prepare user guides, assist with training and provide support during rollout and after implementation.

7. IT Security

• Apply approved security policies, access controls, MFA, and endpoint protection settings.
• Monitor assigned security alerts and assist with vulnerability remediation.
• Escalate suspected incidents promptly and assist with investigation and recovery.

8. Documentation and Coordination

• Maintain accurate IT asset records, technical documentation, and support procedures.
• Coordinate with suppliers and departments on assigned tasks.
• Report progress, outstanding issues, dependencies, and risks to the IT Manager.
• Follow change approval procedures and identify opportunities to improve reliability and user support.

QUALIFICATIONS, EXPERIENCE, AND SKILLS

Qualifications

• Diploma or degree in Information Technology, Computer Science, Networking, or a related field. Candidates with equivalent practical experience will also be considered.
• Relevant Microsoft, networking, security, Veeam or 3CX certifications would be considered an asset.

Experience

• At least three years of relevant experience in IT support, systems administration, or infrastructure support.
• Experience supporting users in a business environment and troubleshooting hardware, software, and connectivity issues.
• Practical experience administering Windows Server, Hyper-V, Active Directory, DNS, DHCP, and Group Policies.
• Experience configuring and troubleshooting managed switches, VLANs, IP addressing, firewalls and VPN connections.
• Experience supporting Microsoft 365 and Veeam backup and recovery operations.
• Experience administering or supporting 3CX telephony systems.
• Previous involvement in ERP implementation, data migration, user acceptance testing, or business application support would be considered an asset.

Technical Skills

• Strong understanding of networking, including subnetting, VLANs, switching and routing.
• Ability to diagnose faults across devices, operating systems, networks and business applications.
• Understanding of access permissions, MFA, endpoint security, patch management and secure IT practices.
• Ability to monitor backups, investigate failures, and perform restores and recovery tests.
• Ability to maintain clear technical documentation, configuration records and IT asset inventories.
• Basic PowerShell or other scripting knowledge would be considered an asset.

Personal and Professional Skills

• Strong problem-solving skills
• Ability to prioritise support requests alongside maintenance and project work.
• Willingness to learn business processes and work closely with departments during ERP implementation.
• Ability to work independently on assigned tasks and collaborate with the IT team and external suppliers.
• Attention to detail, confidentiality, and sound judgement when handling company systems and data.

All submissions will be reviewed in line with the company’s recruitment and equal opportunity policies.