About us
ITS Digital is a well-established IT services company, founded in 2003, providing trusted IT support to home users, businesses, and NHS GP surgeries. Alongside our managed IT services, our Hertford-based shop and repair centre offers computer sales, upgrades, repairs, and technical support to members of the public.
The role
We are looking for a technically minded individual to join our shop-based team. This role involves diagnosing, repairing, and maintaining a wide range of computer systems and devices, taking ownership of technical issues from initial assessment through to successful resolution. The position is ideally suited to someone who enjoys hands-on troubleshooting, solving practical technical challenges, and has a high attention to detail.
As part of our small IT shop team, you will work on a varied range of technical tasks including laptop, desktop and Mac repairs, hardware upgrades, software troubleshooting, data transfers, system setup, and general IT support. Customers may present a wide variety of issues, from slow computers and damaged screens to email problems, printer faults, malware concerns, backup solutions, and new device installations.
While the role is primarily technical, you will occasionally assist with customer enquiries, gathering information about reported faults and explaining technical issues in a clear and professional manner. Successful candidates will be practical, organised, trustworthy, and capable of managing repair work accurately from diagnosis through to completion.
You will report to the Shop Manager, who is responsible for the day-to-day operation of the shop, including customer sales, ticket management, repair quotations, and customer communications. Your focus will be on the technical assessment, repair, and resolution of customer devices and systems.
Main Responsibilities
- Diagnose faults with laptops, desktop computers, Apple Macs, and other common IT equipment.
- Troubleshoot hardware and software issues across Windows and macOS platforms.
- Carry out hardware repairs, upgrades, and component replacements as required.
- Replace or upgrade components including SSDs, memory, batteries, screens, and other internal parts.
- Configure and prepare new and refurbished computers for customer use.
- Assist with data transfers, backups, email configuration, printer setup, and other software-related issues.
- Provide clear and accurate technical assessments and repair recommendations to colleagues.
- Keep customers informed of repair progress using our ticketing and messaging systems.
- Support the sale of computers, accessories, software, and related services when required.
- Maintain a clean, organised, and professional workshop and shop environment.
- Manage your workload effectively, ensuring repairs are completed and tracked through to resolution.
- Escalate complex technical issues to senior colleagues when appropriate.
Skills and Experience
The ideal candidate will have strong practical knowledge of computer hardware and software, with confidence troubleshooting and repairing both Windows PCs and Apple Mac systems. You should be comfortable investigating technical issues methodically and able to explain technical concepts clearly to both colleagues and customers.
A proactive attitude, strong organisational skills, and the ability to take ownership of multiple tasks simultaneously are essential.
Desirable Experience and Knowledge
- Previous experience in a computer repair shop, IT retail environment, technical workshop, or IT support role.
- Experience replacing laptop screens, batteries, storage devices, memory, and other hardware components.
- Knowledge of Microsoft 365, email configuration, and commonly used home-user software.
- Basic networking knowledge, including Wi-Fi, routers, broadband connectivity, and printers.
- Experience with backups, data migration, and basic data recovery procedures.
- Familiarity with antivirus software, malware removal, and general system optimisation.
- Relevant IT qualifications are welcomed; however, practical ability, problem-solving skills, and attitude are considered more important.
Hours of work
Hours of work are 9.00am – 5.30pm
Salary & Benefits
Based on relevant experience and qualifications:
ITS Digital operates a pension plan with a 4.55% employer contribution.
In addition, employees are enrolled into our employee health insurance plan after their first year of employment.
Location
Applicants should be based within reasonable travelling distance of Hertford.
About us
ITS Digital Ltd. is a stable progressive debt free company which currently employs 50 people. We have a low staff turnover and work hard to provide staff a relaxed and friendly environment. As part of our commitment to staff, all employees are encouraged to progress through the company. This is why we are the #1 support provider for NHS GP-IT support in NHS Eastern Region. We pride ourselves on having a great relationship with all our customers and provide good support in-house and in the field to all employees.
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Company pension
- Cycle to work scheme
- Free parking
- Private medical insurance
Application question(s):
- Do you live within 15 miles of Hertford?
- Do you have a current and valid driving license?
Experience:
- Similar shop-based IT: 1 year (preferred)
Work Location: In person
