IT Support Analyst, Sr

IT Support Analyst, Senior

Epicor, Peterborough, United Kingdom — Full‑time, permanent hybrid position (three days in office, two days remote). The role involves supporting and maintaining organizational computer systems and peripherals for hosted customers, with a focus on Azure, networking, and cloud infrastructure. The analyst provides first‑level support to end‑users, mentors junior team members, and collaborates with other IT verticals.

Responsibilities

• Analyze, diagnose, and resolve complex computer problems; provide best‑in‑class customer support.
• Install, configure, test, maintain, monitor, and troubleshoot hosted and cloud systems.
• Communicate across departments and technologies while maintaining professionalism.
• Document and track incidents using the corporate ticketing system.
• Support Microsoft and Apple OSes, related software, and Epicor proprietary tools.
• Mentor and train new hosting team members.
• Assist management in designing, improving, documenting, and implementing IT processes.

Knowledge, Skills & Abilities

• Experience supporting remote end users with little or no IT background.
• Ability to maintain accurate work and project records.
• Team‑oriented mindset.
• Research and troubleshooting skills.
• Excellent written and oral communication.
• Advanced technical problem‑solving abilities.

Qualifications

• 5+ years of relevant experience and proven success.
• High school diploma required; bachelor’s degree or relevant technical certifications preferred.

Benefits

• Comprehensive health and wellness benefits.
• Internal mobility and career development opportunities.
• Free LinkedIn Learning licenses and mentoring program.
• Education support and global mobility assistance.
• Inclusive workplace culture.
• Work‑life balance policies.

Equal Opportunities and Accommodations Statement

Epicor is committed to creating a workplace and global community where inclusion is valued. If your experience does not exactly match every qualification, we encourage you to apply. We are an equal‑opportunity employer.