POSITION OVERVIEW:

We are seeking a proactive and technically skilled IT Technician with approximately 5 years of hands-on experience in IT/ERP support and infrastructure management. The ideal candidate will have a foundational understanding of manufacturing shop floor systems, proficiency within a Microsoft-centric environment, and a strong background in troubleshooting end-user computing issues. Experience supporting Epicor Kinetic ERP, including BAQs, BPMs, and DMT processes, is mandatory.

DUTIES AND RESPONSIBILITIES:

• Provide Tier 1 and Tier 2 IT support for hardware, software, and network-related issues across the organization.

• Administer and support Microsoft 365, Azure AD, and Microsoft Intune for device and user management.

• Assist in maintaining and supporting the company’s ERP system, preferably Epicor Kinetic, including support for BAQs (Business Activity Queries), BPMs (Business Process Management), and DMT (Data Management Tool) operations.

• Collaborate with business users and technical teams to troubleshoot and optimize Epicor functionality and system workflows.

• Configure, deploy, and troubleshoot Windows-based desktops, laptops, and mobile devices.

• Maintain and update IT documentation, asset tracking, ticket management, and system configurations.

• Collaborate with vendors and internal teams on system upgrades and troubleshooting.

• Participate in IT projects including infrastructure upgrades, migrations, and deployments.

• Monitor and manage system alerts, security updates, and backup processes.

• Travel to company facilities in Canada and Massachusetts (up to 5–10%).

QUALIFICATIONS:

• Approximately 5 years of IT support experience, preferably in a mid-sized business environment.

• Solid experience with Microsoft technologies, including Windows OS, Azure AD, Intune, Exchange Online, and Office 365.

• Hands-on experience supporting or administering Epicor Kinetic ERP, including BAQ creation, BPM configuration, and DMT data management support.

• Strong troubleshooting skills for hardware, software, and network issues.

• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).

• Excellent communication and customer service skills.

• Ability to work independently and prioritize multiple tasks effectively.

PREFERRED QUALIFICATIONS:

• Epicor Kinetic ERP power user or system support experience.

• Familiarity with Epicor DTM, BPM, and BAQ configuration and troubleshooting.

• Experience with Watchguard firewalls.

• Experience in ITIL or other service management frameworks.