First Line Support Engineer

What makes us different?

We are passionate about partnering towards your world without waste, seeing waste as so much more than the material we collect.

Our people are respectful and responsible but disruptive and daring, we all want to be the best in everything we do. 

You might say we are a different type of corporate and we are looking for a different type of team member.


You will be:

A passionate and enthusiastic member of the team. Your positive, can do attitude will deliver excellence throughout the business.

Your commitment to, and confidence in, delivering customer focused solutions will be instrumental in NOVATI being the best.


What we expect you to do:

The First Line Support Engineer is responsible for assisting the ICT Manager in delivering a first-class support service to the networked and roaming associates of NOVATI. Acting primarily in a 1st line support capacity, resolving issues in person, over the phone or via remote connectivity. The role is varied and requires a real team player who can manage their time efficiently and prioritise or escalate technical issues to ensure a prompt closure.

You will be responsible for providing 1st line technical support either in person, by telephone, through remote sessions or by email as required.

You will be responsible for managing service requests through the service desk ticketing system to resolution within agreed SLA and KPI timescales.

You will have technical skills and be able to resolve first-time fixes for technical issues, incidents and standard service requests.

You will require a good level of technical understanding of PC desktop and laptop hardware and software including peripheral devices.


Main tasks and responsibilities

Work with the People Department to provision employees with user accounts and hardware appropriate to their role and manage these accounts throughout their lifecycle.

Provide technical support and training to colleagues and external users as required.

Maintain the asset inventory system including checking assets in and out, cleaning and repairing

To be flexible as you may be required to take on additional responsibilities when deemed appropriate.

Monitor and track service request trends through the ticketing system and propose fixes to reoccurring issues.

Support business applications including but not limited to Microsoft Office, Microsoft Project, Microsoft Visio, OTRS, Sage 200 and Spiceworks.

Install software and configure desktops, laptops and mobile devices.

Facilitate internal user desk and hardware relocation.

The skills you will need for your role are:

Commercial awareness – you should understand NOVATI’s Vision, Mission and Core Values, be clear on the market that we compete in and who we compete against. You should understand the role that you play within NOVATI and the positive impact that you in your role has on the business.

Resilience – you must have the ability to keep positive, to cope in stressful and pressurised situations and to be open to change, with the ability to meet strict targets and deadlines

Highly effective communication skills – you must listen well, ask good questions, build superb relationships, write clearly and talk with confidence, you need to have the ability to seek out information and pass it on appropriately throughout the business

Efficient organisation – you will need to work quickly and accurately with a strong eye for detail, so that your customers always get a good high quality service

Confident and capable IT skills – you will be using Microsoft Office, you need to have a good level of competence, being able to operate with confidence and without supervision. You must be able to present information quickly and clearly having the ability to use all the basic functions well

Fantastic relationship builder – you will have the ability to build strong relationships, through your positive attitude and your listening skills. These relationships will enable you to do your job well supporting the department that you will work in and the departments that your work impacts on.

Great Customer Care – To be creative, focused and close to your customers driving excellence through customer care

Understanding the business – be able to learn, interpret and understand the business, the industry and the changing needs

A desire to learn more about IT – technology is always advancing, as is our infrastructure and application usage. A desire to learn more about IT is essential to keep up to date with the latest advancements, and may also pave the way for progression into our ICT infrastructure or Software Development teams

You must have: 

  • Comprehensive knowledge of Microsoft Office applications especially Excel, Outlook, PowerPoint and Word.
  • An in depth understanding of ICT in the Microsoft Windows environment.


You may have: 

  • Experience of service desk roles would be advantageous.
  • Experience working in the waste industry.

We will give you:

  • A challenging and rewarding role in a successful and growing business
  • The opportunity to grow with a business through a tailored performance development programme
  • A competitive salary
  • Enhanced holiday allowance
  • Employer contributory pension scheme
  • A great place to work



  • You will report to the ICT Manager.
  • You will be based in Newark, Nottinghamshire at our Head Office location with the ability to work from home.