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.

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.

Duties & Responsibilities

• Perform analysis, diagnosis, and resolution of complex computer problems, and provide best-in-class customer support for our customer. 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, 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.

Knowledge, Skills & Abilities

• 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.

Qualifications

• 5+ years applicable experience and demonstrated success/knowledge.

• High school diploma.

• Bachelor’s degree and or relevant technical certifications preferred.

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.

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