Information Technology Support Technician

Black Nova Designs is currently seeking an IT Support Technician in our Calne office. You’ll be mostly office-based with occasional on-site visits required.

You’ll take ownership of reported problems and liaise with our engineers and 3rd party suppliers to resolve issues promptly and effectively.

We are looking for someone with experience in a range of IT roles, who can apply themselves to thrive in our fast-paced environment, providing SMEs, individuals, and MSP clients with IT support. You’ll need to understand IT support and have a desire to support clients to ensure 100% customer satisfaction.

To be successful in this role, you will enjoy meeting other people and building good working relationships with our clients both face-to-face and by telephone, delivering service at a high standard.

You can expect to spend half of your time onsite with clients and half of your time in the office, so if your comfort zone is being behind your desk, this role may not be for you!

Your day-to-day duties will include using your technical expertise to resolve complex issues and liaising with computer users to troubleshoot and resolve problems, along with analyzing data to spot and fix issues behind the scenes.

You will be helping with the installation or upgrading of systems and equipment.

Your normal working hours will be 8:30 am to 5 pm Monday to Friday; however, some flexibility is required on occasions, such as where installations are undertaken outside of working hours to minimize disruption to clients.

You will have previous experience in IT support of a minimum of 3 years at a managed service provider, with a strong customer service background. You will have experience or knowledge of most of the following:

1. Microsoft Office 365 (passwords, user groups, permissions)
2. Desktop support
3. Installing/Configuring and Supporting Microsoft Windows
4. Understanding WANs, Wi-Fi, and Networking
5. Active Directory Administration (passwords, users, groups, permissions)
6. Azure Active Directory
7. Service management ticket-based systems
8. Mac Support experience (beneficial)
9. Laptop/PC diagnostics, upgrades, and repair
10. Knowledge of server operating systems and network architecture (DNS, DHCP, TCP/IP)

You will have good Maths and English skills (shown by Level 2 qualification or above). Qualifications in IT support or Microsoft Certified Professional accreditations are desirable but not essential; we are more interested in your practical experience in the workplace and your customer focus.

Due to the geographical spread of our clients and regular business travel, you will need a driving license.

Responsibilities will include:

1. Answering telephone calls made to the IT helpdesk and providing solutions over the telephone or via remote support whenever possible.
2. Supporting Windows & Apple devices hardware and software.
3. Providing IT support quickly and efficiently, keeping clients informed of any problems that may delay the provision of a solution.
4. Support for at least the following applications:
1. Windows 10 and above
2. Microsoft Office 203 and newer (Including Microsoft 365/Azure)
3. Outlook / Exchange
4. Apple Mail
5. Ensuring all users can use IT equipment and, if necessary, provide training.
6. On-site and off-site work where applicable.
7. Installation of programs and customizing software to suit a client’s needs.
8. Setting up, configuring, and installing IT hardware, including PCs, printers, scanners, mobile devices, and any other relevant equipment.
9. Hardware diagnosis and repair of client and premises IT equipment.
10. Assisting with cPanel and DNS management for clients.
11. Prioritizing issues dependent on urgency.
12. Knowledgebase and Documentation creation/editing.

Essential Skills:

1. Experience of the configurations, setup, and day-to-day operations of a broad range of current hardware devices – PCs, laptops, netbooks, printers, and other peripherals is desirable.
2. Good understanding of current Windows O/S and iOS.
3. Sound organizational and time management skills.
4. Attention to detail.
5. Good problem-solving skills.
6. 3+ years of experience in computer networks and systems maintenance.
7. Excellent customer service skills.
8. A full UK Driving Licence.

Ideal Qualifications:

1. CompTIA A+/N
2. ITIL
3. Microsoft Certified Engineer or equivalent.

Apply today and you could enjoy:

1. Salary: £30,000+ depending on experience.
2. Full-time position – 37.5 hours p/week.
3. Unlimited Holiday.
4. Fun Team Environment.
5. Team social and charity events.
6. Pension scheme.
7. Paid for Ongoing Training optional.
8. Free on-site parking.
9. Free hot drinks.
10. Working for the winners of the 2022 SME UK Southern Awards.

Note: Please note, there will be a 25-question technical exam to test your skill set level.

If you want to love your job and the people you work with, apply today. You’ll not find anywhere else like it.

Black Nova Designs Ltd is based in Porte Marsh Ind Est, Calne and is committed to promoting equal opportunities in employment.

Any job applicants will receive equal treatment in the recruitment process, and Black Nova Designs Ltd will not discriminate unlawfully.

Recruitment processes are conducted based on merit, abilities, and qualifications.