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Purpose: As Senior IT Support Specialist the candidate will take on responsibility for day-to-day IT service and performance across the Elmdene Group, including Millboard and Murray Uniforms. This role will cover all IT system related processes. A key element to this role is championing IT security for all employees. This is a critical role to ensure the smooth and successful operation of IT systems across the Elmdene Group.

Scope: The candidate must have an interest and desire in everything IT related as this is a pivotal role in the strategy and development of IT within the Elmdene group. Therefore, the candidate must be able to demonstrate they are able to work and communicate effectively to all levels within the organisation. The candidate will report directly to the Senior IT Management Team and have visibility at board\director level. The role is split between reactive incident\problem management and project\strategy work. The candidate will be in control of improving proactive work by driving new projects and managing suppliers.

Please note that this job description is intended only to act as a guide to the requirements of this role and is not an exhaustive list. As such all job descriptions are non-contractual and may be subject to review and amendment. The Company and management reserve the right to require you to undertake reasonable duties and tasks which are not detailed below.

Responsibilities

  • Work with the Senior IT Management Team to review, revise and implement the IT strategy:
    • Ensuring IT is proactive and not wholly reactive
    • Provide technical support and mentoring to other members of the IT team and business departments
    • Ensure IT systems address the defined requirements of the business
    • Maintain strong working knowledge of the current trends and the impact to the Elmdene Group
  • Ensure the IT estate is always accurate;
    • Setup new users’ accounts, profiles, and deal with associated login issues etc
    • Create, update, and maintain the technical knowledgebase and documentation
    • Perform IT systems configuration tasks
    • Managing data cleansing and migration tasks
  • Ensure that all security risks are;
    • Identified and managed.
    • Remediation and security management plans are actioned
  • Troubleshoot and resolve;
    • Support requests (1st to 3rd level), whilst maintaining details in the ticket system
    • System and network problems, diagnose and solve hardware/software faults
    • Root cause investigations as needed to ensure issues do not reoccur
    • Follow processes to repair a fault or set up a system
    • Prioritise and manage multiple open cases at any given time
  • Monitor, maintain and enhance the IT systems and networks (across all sites);
    • Implementation of scheduled programs of patching & firmware/software upgrades
    • Support the roll-out of new applications/systems including performing upgrades and installations of new servers/computers
    • Liaise and managed 3rd party providers
    • Ensuring user acceptance testing - tracking tests, defects, and enhancements
    • Supporting user adoption efforts to ensure the systems are fully utilised and supplement user training where required
    • To participate\own infrastructure installation, hardware refresh and other projects
    • Reducing IT systems downtime
    • Ensuring the operational health of the core system environments including security, availability, maintenance, performance, interoperability, and reliability.

Technology Experience

  • Relevant qualification or proven experience in Information Systems, Information Technology, Computer Science, or related field
  • Experience of supporting diverse business users
  • Experience of implementing IT solutions
  • Experience of security management across all business processes
  • A strong understanding of ERP applications - preferably with experience within businesses with manufacturing/production scheduling requirements
  • Experience in SAP B1 HANA and integrations is preferred
  • Experience working with business intelligence (reporting) solutions is preferred
  • Experience of projects involving data and system integration is preferred
  • Experience of Office 365/SQL/Active Directory is preferred
  • Experience of Cloud Platform setups including transition to cloud is preferred
  • Experience of other systems either on premise or cloud based will be taken into consideration
  • Ability to quickly learn a new system and adapt is more important than a single in-depth system knowledge

Person Specification

The competencies listed are appropriate to the Senior IT Support Specialist candidate and are an illustration of the qualities that the Company requires:

  • Able to demonstrate positive results within previous similar roles; project work, implementations, upgrades etc.
  • Strong problem solving skills
  • Strong proactive approach to issues involving root cause analysis and resolution
  • Desire to grow the IT team to best in class
  • Attention to detail whilst understanding the balance to getting work done
  • Proven skills to take own initiative as needed
  • Customer Service skills applied to challenging users/situations
  • On call responsibilities within a pressurised support environment including being solo on a site as needed for problem resolution
  • Have interest in learning about current/new/future technologies to help the company, themselves and the team
  • Ability to work independently when required but also aware of the importance of team work and collaboration
  • Good time management
  • Good task management
  • Strong written and verbal communication skills
  • Ability to adapt and respond to change
  • Able to demonstrate ability to achieve objectives and exceed expectations
  • Applicants must have a full UK driving licence

Additional Information & Employee Benefits

+ 22 days holiday per annum plus Bank holidays
+ Pension
+ Employee Assistance Programme
+ Eyecare Contributions

NO AGENCIES PLEASE

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