IT Support Engineer

Novacroft is looking for an IT Support Engineer, acting as an important member of the IT Team. We are looking for an 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 will 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 with four days in the office and one day working from home.

About Novacroft

Novacroft is a People-First organisation specialising in customer experience transformation.

Our mission is to provide you with a career growth pathway where you can make a meaningful difference, belong, have a sense of purpose, and positively impact our local and global community. We offer opportunities to learn and grow skills to ensure you're future ready, and firmly put wellbeing at the heart of all we do.

We partner with clients in central and local government, charity, education, mobility, and retail, including Transport for London, the Royal British Legion, and the University of Bradford. Our impact has saved a transport sector client

£25,000,000, enabled 250,000 members of a leading UK charity to apply online for membership, delivered £55,000,000 in energy grant funding, provided £278,000 in pro-bono support to the charity sector, and enabled 70,000 volunteers to support 14 million visitors for the London Organising Committee of the Olympic and Paralympic Games. Today, 42,000,000 people use our customer experience products and services.

Join our IT Support Team

You will be responsible for:

• 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.
  
  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



• Strong understanding of Cyber Security & GDPR


Desirable skills include:


• 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.


Qualifications/Experience

Essential

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

Rewards


• A collaborative, creative working environment, A-Level or equivalent (preferred), Technical support: 2 years (preferred)
  
  Rewards platform with 1000s of High Street Discounts



• Employee Assistance Programme, including 24hr Mental health Wellbeing support.



• Time off for volunteering



• Company auto enrolment pension scheme



• Generous holiday entitlement, with an extra day for each year of service (up to five years)



• Get your birthday off!


If you're interested in this opportunity or feel you may not have the complete skillset but would like to hear more then please get in touch!

Novacroft is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates,

regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, gender.

Job Types: Full-time, Permanent

Pay: £27,000.00-£30,000.00 per year

Benefits:

• Bereavement leave


• Company pension


• Free parking


• Referral programme


• Store discount


• Work from home