IT Support Technician

The role is 37.5 hours per week, Monday through Friday, 8:30 am to 5 pm or 9 am to 5:30 pm, with a one-hour lunch break. The role involves supporting and managing IT hardware and services for multiple clients to ensure that all client employees can work effectively. The role reports directly to Nova’s Support Manager.

Occasional on-site work will be required at UK-based client sites. The frequency will vary, but for context, over the last few months, people in this role have performed on-site work roughly once every three to six months. This will be arranged and communicated in advance, and Nova will cover full travel, food, and drink expenses.

Aside from the on-site work listed above, the role is fully remote, and Nova will provide all IT equipment required to work from home, such as a laptop or desktop, dock, monitors, peripherals, and cables. You must provide a suitable desk, chair, space to work, and utilities such as power and internet., * Being the first point of contact for incoming tickets via the support phone line or email

• Logging new and updating existing tickets in our online support ticketing system based on incoming calls & emails
• Assigning tickets the correct severity depending on their scope and impact
• Liaising with clients to resolve issues and respond to requests within pre-defined time scales, as per their Service Level Agreements (SLAs)
• Effective management of your ticket queue to meet pre-defined KPIs and SLAs
• Escalating tickets to senior colleagues when required
• Delivering exceptional customer service through all mediums
• Occasional on-site work at UK-based client sites
• Other tasks as required by the business

This is a great opportunity for people with strong communication skills looking to build a career in IT. The role includes company-paid certifications and study leave, a generous holiday allowance, and an annual bonus scheme., The candidate will ideally have a strong interest in developing a career in customer service and/or IT support and possess the following key skills.

• Full active UK driving license and vehicle
• Exceptional phone manner
• Excellent written and verbal communication
• Good timekeeping
• Desire to learn new skills and gain new qualifications

Desirable Skills (Not Necessary)

Experience and qualifications in the following areas are also desirable but not necessary.

• Degree or other higher/further education
• Office 365 and its components, primarily Office Suite, OneDrive, and SharePoint
• Windows operating systems, especially Windows 10 & 11
• macOS operating systems
• General networking knowledge such as subnets, VPNs, LAN, and WAN
• DNS records and management
• Routers, switches, and firewalls
• Microsoft Azure/Entra ID
• Ticketing and/or professional services automation (PSA) systems
• Remote monitoring and management (RMM) systems
• Endpoint security installation and management
• Laptop and desktop hardware components
• Internet lines such as FTTC, FTTP, and SOGEA
• VOIP telephony systems

Pulled from the full job description

• Sick pay
• Company pension
• Casual dress
• Work from home
• Company events, * Salary of £25,000 - £27,000 per year depending on experience
• 25 days holiday per year plus UK public holidays
• Company-paid certifications and study leave
• Annual bonus scheme based on personal and company performance
• Company pension

Job Types: Full-time, Permanent

Pay: £25,000.00-£27,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Sick pay
• Work from home

Application question(s):

• Are you looking to start or are very early in your IT career? (We’re not looking to employ people who have already held a senior IT role)
• Do you currently reside within England or Wales? (This is a requirement for the role due to the occasional work at client offices)

Licence/Certification:

• UK driving license (required)

Nova was founded in 2018 and provides dedicated IT support services exclusively to St. James’s Place Partner businesses.