IT Support & Systems Coordinator

Role purpose

IT support and troubleshooting

• Provide first-line support for desktops, laptops, printers, scanners, email, internet, and shared folders.
• Install and troubleshoot printers, IP phones, and attendance devices, including network connections and user setup.
• Set up computers, user accounts, email, and system access for new staff, and remove access when staff leave.
• Check Wi-Fi, cabling, switches, and router issues; escalate faults to internet or hardware providers.
• Log issues and fixes to help identify and prevent recurring problems.

Websites and servers

• Maintain e-commerce and company websites through uptime monitoring, updates, backups, SSL certificates, and domain renewals.
• Check e-commerce orders, payments, and notification emails; resolve routine faults and escalate others to developers or providers.
• Coordinate product and content updates with the digital media team and relevant departments.
• Administer in-house and AWS servers, including accounts, permissions, updates, storage, hardware health, availability, security, and cost tracking.
• Run and test backups for servers and websites and maintain a written recovery procedure.

IT security

• Manage IT security across the group's companies, sites, devices, servers, networks, email, websites, and cloud accounts.
• Keep firewalls, antivirus, and system updates current and address known weaknesses.
• Control access to systems and data, enforce strong passwords and two-step sign-in, and review access rights.
• Monitor and respond to phishing, malware, and suspicious sign-ins, and report incidents to management.
• Limit external-party access to what each party needs and brief staff on safe email, password, and data practices.

ERP and digital media coordination

• Act as the company contact for the ERP provider; collect, reproduce, and raise user issues with clear tickets.
• Gather feature and reporting requests from department heads, follow tickets through to closure, and report status weekly.
• Test ERP fixes and features, provide basic user guidance, and manage approved user access.
• Coordinate briefs, product information, images, approvals, deliverables, deadlines, hosting, domains, company email, and social media access with the outsourced digital media team.

IT administration

• Maintain registers of IT assets, software licences, warranties, and renewal dates.
• Ensure machine backups can be restored and keep system passwords and administrator access secure and documented.
• Obtain quotations for IT equipment and services and coordinate supplier repairs and warranty claims.

Qualifications and experience

• Diploma or bachelor's degree in information technology, computer science, or a related field.
• 3 to 5 years in an IT support or IT administrator role.
• ERP user support or software vendor coordination experience is strongly preferred.
• Trading, distribution, or manufacturing company experience is an advantage; UAE experience is preferred.
• Good written and spoken English; Hindi is an advantage.

Technical skills listed

• Windows desktop and laptop setup and troubleshooting.
• Printers, scanners, and other peripherals, including network printing.
• Basic networking, including Wi-Fi and LAN.