IT Systems Support

1 week ago

Harrogate, United Kingdom CLOUD NINE Full time

We are looking for a personable individual who will be responsible for proactively supporting IT services and core business systems.


The Business Systems Department maintains, develops and project manages core systems and IT Infrastructure including Salesforce CRM, NetSuite CRM, and key integration flows as well as IT Hardware, software, cyber security and GDPR Compliance.


While supporting the full team, the main focus of this role will be on a broad range of IT service delivery support tasks, ensuring smooth operations across our organisation’s technology infrastructure, and report into the Group IT Service Delivery Manager.


This is a permanent full-time role, based at the Harrogate HQ, in North Yorkshire. Flexibility will be provided to accommodate any regular early and late working hours, if required.


Key Responsibilities:

  • Working closely with our IT Managed Service Provider (MSP) and Group IT Service Delivery Manager to ensure seamless IT and broad systems operations.
  • Managing our internal ticketing software, as front-line support including completion of general IT/ERP support tickets and allocation of other tickets, and monthly reporting.
  • IT environment / systems trouble shooting and resolution implementation.
  • Assisting with ERP (Oracle NetSuite) front line user support.
  • Completing solutions articles that document reoccurring support solutions.
  • Creating / maintaining user documentation/training materials as and where necessary.
  • Collaborating with our MSP on Microsoft 365 license renewals and general hardware estate management, as well as conducting regular checks and reporting to verify assets and licensing against Business System managed documents.
  •  Assisting with vendor relationships with various service providers, including Cyber Awareness, Printing, Telephony (Softphones and Mobile phone contract), CCTV, Productivity Apps, Audio Visual (Teams Room), Digital Signage.
  • Administering various IT application portals and supporting with the management of Teams environment and printer systems (in conjunction with our MSP).
  • Overseeing the New Starter/Leaver process ensuring smooth onboarding and offboarding of employees including IT inductions.
  • Assisting with GDPR Subject Access Requests (SARs) management, general GDPR compliance and cyber security resilience and awareness.


Required Skills & Experience

  • 3 years plus experience within a technical support environment.
  • ITIL foundation certification or experience of working in an ITIL, incident, problem and change management environment.
  • Experience with the following systems, software and applications: MacOS Windows operating systems (10 & 11). Microsoft 365 and Microsoft Stack (including PowerAutomate) as well as familiarity with various IT portals and IT and printer management systems.
  • Experience with IT asset management and documentation practices.
  • Experience in supporting 3rd party contracts, supplier relationships and managing mobile phone contract and devices.
  • Experience of testing hardware and providing feedback on device usability.
  • Understanding of networking basics, DHCP, DNS, and routing desirable.
  • Knowledge of data security, GDPR and data protection practices.
  • Experience, technical capability and/or desire to learn support across multiple business systems including ERP and ecommerce platforms.


As well as having the above listed skills and experience, the ideal candidate will also be/have:

  • A passion for technology and service improvement, committed to providing excellent support and happy to throw themselves into anything and everything, including learning, to support the business.
  • Strong relationship builder and communicator, showing character, patience, and ability to listen, engage and influence, as well as communicate technical information clearly and simply.
  • Excellent written skills with the ability to produce and maintain accurate records, documentation, and process flows.
  • Solutions-focused, with proactive methodical problem-solving skills.
  • Excellent attention to detail and organisational skills with the ability to work both independently and as part of a team.


About us & What we Offer

CLOUD NINE are a global industry-leading, award winning hair and beauty brand. From day one, we have set out to create premium hair styling tools, that always brings the focus back to hair health. We are changing the future of hair and won’t stop until we get there.


At CLOUD NINE, having a great culture is important to us, which is why we live and breathe by our company values of caring, determined, honest, and inclusive. We’re also a Sunday Times Best Places to Work (2023) company


Our colleague benefits:

  • 25 days holiday plus bank holidays.
  • Additional Holiday Purchases Scheme.
  • Exclusive discounts across our entire range.
  • Flexible working – 1-day WFH per week, flexible start/finish time, shorter day Friday
  • Health Shield cash plan.
  • Life Assurance policy.
  • Company Pension scheme.
  • Access to a heavily subsidised Nuffield Health Gym membership after probation.
  • Enhanced Parental Leave package.
  • Paid Giving Back voluntary days.
  • Team building activities and internal events all year round.



The above is a summary only and you will be required to undertake any other additional duties that are a reasonable requirement of the role. The Company reserves the right to reasonably vary or amend the duties and responsibilities of the post holder at any time according to the needs of the Company’s business.


If you have any questions about this role or your application, please contact


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