IT Support Engineer

at  Novacroft

PERMANENT | ON SITE | £27,000 – £30,000 PER YEAR, DEPENDENT ON EXPERIENCE

Novacroft is looking for an IT Support Engineer, acting as an important member of the IT Team.
We’re looking for an IT Support Engineer with good all-around Google apps and Windows troubleshooting skills to work via a service desk on both internal and external issues.
Reporting to the IT Team Leader, you’ll monitor the service desk, resolving all technical issues where possible, and escalating where resolution cannot be completed remotely.
This role will be predominantly on site in Brixworth, Northamptonshire, with four days in the office and one day working from home.
To apply, please email your CV and application covering message to hr@novacroft.com.

ABOUT YOU

We’re looking for an IT Support Engineer with:

• Previous experience working in a site-based IT support role with a minimum of three years in IT technical support
• Experience of logging and dealing with support tickets and managing a ticket queue
• Strong knowledge and experience of Windows Desktop OS, (10/11)
• Strong knowledge of Microsoft Windows Server (MS Server 2016, 2019, 2022) deployment and troubleshooting
• Proven ability to provide outstanding customer service
• Excellent interpersonal skills and communication skills, both written and verbal
• A friendly, confident, and professional manner both face to face and over the phone
• An enthusiastic, reliable, and proactive approach with a ‘do it right first time’ attitude to support
• A keen desire to learn new skills and invest in personal development
• Strong attention to detail with well-developed problem-solving skills
• Time management skills with the ability to prioritise effectively
• Self-motivation with the ability to work alone and as part of a team
• Experience with the build/configuration process for desktop devices and mobile devices
• Experience supporting users of VoIP applications
• A basic understanding of networking, TCP/IP, DNS, DHCP
• A strong understanding of cyber security & GDPR

SKILLS

• Experience with Google Workspace administration
• Experience with Linux servers (Ubuntu,CentOS,Rocky)
• Experience with Azure VMs and Azure host pools
• Experience with Office 365 administration
• Experience with Jira
• Experience in operating within ITIL services desk environment
• Experience with printer repair
• Training/understanding of ITIL Processes, foundation v3 / v4
• Experience working with Mac hardware and MacOS

EXPERIENCE

Desirable:

• 5 GCSEs, grade C or above including Maths and English
• MDST qualification (Microsoft Desktop Support Technician)
• 2 years previous experience within 1st & 2nd line Service Desk environment
• A degree level qualification in an IT related discipline is beneficial

• Maintaining a courteous, friendly, and professional service always ensuring the highest levels of customer service
• Efficiently handling assigned technical support incidents, requests, and changes 1st and 2nd line
• Logging detailed and accurate information into the Case Management system (Jira)
• Taking responsibility for your ticket queue, ensuring that all tickets are kept up to date and closed in a timely fashion
• Communicating with users to keep them updated on the progression of their issue and ensuring that customer satisfaction remains high
• Building and configuring desktop systems and mobile devices
• Deploying, configuring and troubleshooting virtual servers as required
• Fixing hardware faults, installing upgrades to hardware
• Correcting faults with printer hardware
• Participation in maintenance, security patching in and out of hours
• Updating and creating documentation and guides, where applicable
• Being a part of an on-call IT rota