IT Support & Projects Technician

• Do you enjoy actually fixing things?
• Do you enjoy getting hands-on with IT and working out why something isn't working?
• Are you comfortable going to a customer site, getting underneath a desk, swapping equipment, testing hardware or networking and working logically through a fault
• And just as importantly, can you talk confidently to the person whose business may have ground to a halt and reassure them that their IT is in safe hands?

If that sounds like you, we'd love to hear from you!!

About datamills

At datamills, we believe IT support should feel personal.

For over 15 years we've been helping businesses across South Yorkshire remove the stress from technology, allowing them to focus on running their businesses whilst we look after their IT.

Our clients range from individuals and very small businesses through to larger organisations. That creates a genuinely varied technical environment where the person dealing with a problem will often be involved from the initial diagnosis right through to the solution.

We're a small, close-knit team based in Sheffield. Our office combines our support environment with a workshop area where equipment can be built, configured, tested and faults investigated.

We're now looking for an experienced, hands-on IT technician to join the team.

What might a typical week look like?

No two weeks are quite the same!

Depending on what our clients need, you could be:

• Diagnosing and resolving desktop, laptop and hardware faults.
• Visiting a customer to investigate a problem that couldn't be resolved remotely.
• Installing PCs, laptops, monitors, docks, printers and other equipment.
• Preparing complete workstation setups for new employees.
• Troubleshooting internet, network and Wi-Fi problems.
• Installing or replacing routers, switches, wireless access points and other network equipment.
• Collecting faulty equipment from a client and bringing it back to our workshop for further investigation.
• Supporting Microsoft 365 and other cloud services.
• Monitoring customer systems and responding to issues through our remote management tools.
• Identifying ageing or unreliable equipment and recommending repair, upgrade or replacement.
• Researching and testing solutions to unusual technical problems.
• Helping develop and implement new products and services.
• Planning and delivering client projects.
• Talking directly with customers about their technology and what they may need next.

Sometimes the answer will be obvious. Sometimes equipment that worked perfectly in our office will behave completely differently when you get it to site.

We don't expect you to know every answer. We do expect you to know how to investigate.

The experience we're looking for

This is not an entry-level position.

We're looking for somebody with at least two to three years of practical, hands-on IT experience, including hardware fault finding and attending customer sites.

You should already be comfortable diagnosing and working with:

• Desktop PCs and laptops
• Hardware faults and component replacement
• Monitors, docks, printers and peripherals
• Routers, switches and Wi-Fi
• Network and internet connectivity
• Windows
• Microsoft 365
• Physical installation and replacement of IT equipment

The particular brands you've previously worked with are less important than having a good technical foundation.

If something doesn't work, we want someone whose instinct is to start asking questions, testing possibilities and logically narrowing down the cause.

Taking ownership

Working in a small technical team means you'll often see a problem through from beginning to end.

That might start with a telephone call or support ticket, progress through remote diagnosis, become a site visit, require equipment to be brought back to the office, and eventually result in a repair, replacement or small project.

You'll have experienced colleagues around you and we actively encourage people to discuss problems and troubleshoot collaboratively.

But you'll also be expected to take ownership.

For us, good support looks something like:

Listen → Diagnose → Investigate → Plan → Fix → Test → Explain → Follow up

Your bedside manner matters!

Technical ability is only part of this job.

Some of our clients are small businesses where one person's laptop may effectively be their business.

When that laptop fails, they're not interested in ticket numbers or technical terminology. They're worried about whether they can work tomorrow and whether their data is safe.

We want someone with the equivalent of a good doctor's bedside manner.

Listen to the customer. Understand why the problem matters to them. Explain what you know and what you don't yet know. Tell them what you're going to do next and what the possible outcomes are.

Most importantly, leave them feeling that their problem is in safe hands.

With daily client contact, the ability to communicate effectively with both technical and non-technical people is vital.

Projects and improvements

The role isn't only about fixing today's problems.

As you get to know our clients, we want you to recognise opportunities to make their IT better.

That might mean identifying that an unreliable laptop should be replaced rather than repaired again, recognising that a Wi-Fi problem needs a better-designed solution, or talking to a business owner about the technology they'll need as their company changes.

You don't need formal project management qualifications.

For us, project ability means being able to:

Understand the requirement → Recommend a solution → Plan the tasks → Implement → Test → Deliver the outcome

We're interested in somebody who can think logically and turn a problem or business requirement into a practical plan.

Technologies we use

Our current technology environment includes:

• Microsoft 365
• Windows desktops and laptops
• DrayTek routers and Wi-Fi
• Bitdefender
• Bitwarden
• N-able RMM and remote support
• ConnectWise
• Networking and small-business infrastructure

Experience with any of these is desirable, but we don't expect you to arrive knowing everything.

Personal development

Personal development is a passion of our MD, Andrew.

You'll be fully supported – and expected – to develop your knowledge and become an expert in the products and technologies we support.

Andrew remains involved with the technical team, providing advice, sharing experience and helping work through unusual problems when needed. You'll also be working alongside experienced colleagues who are happy to discuss ideas and solve problems collaboratively.

You'll have access to supplier and external training, including DrayTek training covering routers, networking and Wi-Fi.

The important distinction is that we're looking to build upon existing practical experience.

We're not expecting to teach somebody how to be an IT technician from scratch. We're looking for an experienced technician and we'll invest in helping that person become an expert in the technologies and solutions we provide.

What are we looking for?

We're looking for someone who:

• Has at least two to three years of hands-on commercial IT experience.
• Has practical hardware fault-finding and repair experience.
• Has experience attending customer or business sites to resolve IT problems.
• Is comfortable installing and replacing physical IT equipment.
• Has practical networking and Wi-Fi troubleshooting experience.
• Enjoys logically diagnosing unfamiliar problems.
• Takes ownership and follows problems through to resolution.
• Can work independently whilst knowing when to involve colleagues.
• Communicates confidently with customers.
• Has an excellent, reassuring customer manner.
• Can explain technical problems without unnecessary jargon.
• Is organised and keeps tickets and documentation accurate.
• Can recognise when repair, upgrade or replacement represents the best outcome.
• Wants to continue learning and developing technically.
• Holds a full UK driving licence and is happy travelling to local client sites.

Why join datamills?

• You'll join a friendly, close-knit Sheffield business where you'll be an important part of the technical team rather than just another name on a service desk.
• You'll get genuine variety across hardware, networking, Microsoft 365, Wi-Fi, security and client projects.
• You'll build relationships with businesses and become someone they know and trust.
• You'll have the freedom to investigate problems properly, while having experienced colleagues around you when you need another perspective.
• And you'll be joining a business where learning isn't simply something written in a job advert. We want you to develop, undertake training and become genuinely knowledgeable about the products and services you're responsible for.

As your knowledge of our customers and services grows, so will the responsibility we're able to give you.

Interested?

If you're an experienced, hands-on IT technician who enjoys fixing things, solving problems and dealing directly with customers, we'd like to hear from you.

For this particular role, hands-on hardware fault-finding and customer-site experience are essential, so please make sure your application demonstrates this experience.

The first stage of our recruitment process will be a short Teams conversation following completion of the initial application questions.

Oliver King Consulting is working in partnership with datamills on this recruitment campaign.

Pay: Up to £34,000.00 per year

Application question(s):

• Thank you for your application! To get us started, please tell us a little about your current role and what has prompted you to start looking for a new opportunity.
• What was it about the IT & Projects Technician role at datamills that encouraged you to apply?
• This role involves a varied mix of helpdesk support, client site visits and project work. Which part of the role do you think you'll enjoy the most, and why?
• Have you previously applied to datamills before?
• How many years of hands-on commercial IT experience do you have?
• This role requires regular travel to client sites across the local area. Please confirm that you hold a full UK driving licence and tell us whether you have access to your own vehicle.
• Where did you hear about this opportunity?

Work Location: In person