Job Summary:

Manage and support day-to-day IT operations, ensuring smooth and secure functionality of the company's network, software, hardware, ERP/CRM, and cloud infrastructure. Drive innovation by integrating Artificial Intelligence (AI) technologies to enhance system efficiency, automate workflows, and provide actionable business insights.

Key Responsibilities:

1. ERP/CRM Administration & Support

• Administer and maintain the ERP/CRM systems for optimal performance, reliability, and scalability.
• Provide first-line support for ERP/CRM-related issues, including troubleshooting, user access management, and resolving system errors.
• Collaborate with functional teams to integrate ERP/CRM with other business applications and align modules with organisational processes.
• Monitor data accuracy and integrity through regular audits and implement automation for routine tasks.
• Identify inefficiencies and propose ERP/CRM enhancements leveraging AI tools for predictive analytics, customer insights, and process automation.
• Conduct user training to drive system adoption and ensure operational efficiency.
• Liaise with vendors for updates, patches, and advanced technical support, ensuring timely implementation of new features.
• Implement and manage advanced security protocols to safeguard sensitive ERP/CRM data.

2. Technical Support & Troubleshooting

• Provide daily technical support for networking, printers, software installation, and other IT-related queries.
• Resolve hardware, software, and connectivity issues promptly to minimise downtime.
• Coordinate with Annual Maintenance Contract (AMC) vendors for scheduled maintenance or issue escalation.

3. Network Management

• Monitor and maintain the local network for connectivity and security.
• Configure, maintain, and troubleshoot networking equipment, including routers and switches.
• Manage and implement firewalls, antivirus software, and network security tools to ensure robust protection.

4. Software & Hardware Installation

• Install and update software applications, ensuring proper licensing and access permissions.
• Set up and configure new hardware and software for employee systems.

5. Server & Data Management

• Maintain server operations, including backup schedules, restoration, and data security updates.
• Perform regular system and server backups to ensure business continuity.

6. Cloud Management & Security

• Manage cloud-based solutions for secure storage and data availability.
• Collaborate with functional teams to implement AI-driven cloud solutions that enhance collaboration, data processing, and security.

7. AI Integration & Innovation

• Identify opportunities to leverage AI tools in IT operations, including system monitoring, predictive maintenance, and workflow automation.
• Implement AI-driven analytics to enhance ERP/CRM functionality, providing insights into customer behaviour, inventory trends, and business performance.
• Explore and integrate AI-powered cybersecurity tools to strengthen the organisation's security posture.
• Lead proof-of-concept projects for AI-based solutions, ensuring seamless integration with existing IT infrastructure.

8. Documentation & Inventory Management

• Maintain detailed records of IT assets, licenses, software inventory, and ERP/CRM configurations.
• Document troubleshooting steps, technical solutions, and AI workflows to build an internal knowledge base.

Skills

Qualifications:

The ideal candidate will have experience in IT administration, ERP/CRM management, and cloud technologies, with a passion for leveraging AI for operational excellence.

• Diploma/Degree in Information Technology, Computer Science, or a related field.
• Proven experience as an IT Administrator, IT Support Specialist, or in a similar role.
• Strong knowledge of ERP/CRM systems, networking, and operating systems (Windows and Mac OS).
• Familiarity with server maintenance, data backup solutions, and cloud platforms (e.g., AWS, Google Cloud, Microsoft Azure).
• Hands-on experience with AI tools or platforms (e.g., Power BI, TensorFlow, Microsoft AI Builder) is an advantage.

Preferred Skills:

• Experience with cybersecurity best practices and AI-driven threat detection tools.
• Knowledge of virtualisation technologies (e.g., VMware, Hyper-V).
• Familiarity with database management, SQL, and data visualisation tools.
• Strong communication and interpersonal skills.
• Proactive approach to exploring emerging technologies and IT innovations.