Job Description

Job Specification: Support Technician

Department: Technical
Reports to: Support Manager
Location: Blackcore Technologies HQ, Bristol

Position Summary

Our Support Technicians are responsible for delivering technical assistance to customers by diagnosing hardware and software issues, coordinating advanced replacement RMAs, and repairing returned units to maintain our warranty stock. This role involves a strong focus on customer communication, accurate troubleshooting, and hands-on server repair.

Key Responsibilities:

1. Support Via Freshdesk

Respond to customer tickets in a timely and professional manner. Troubleshoot server hardware and software issues, identifying root causes and proposing solutions. Liaise directly with customers to gather information, guide troubleshooting, and provide technical updates.
2. RMA Handling & Coordination

Action advanced replacement RMAs for faulty equipment when remote resolution is not possible. Prepare replacement units by matching the original system's configuration and running full stress testing before handing over to the dispatch team for delivery. Work with our admin team to arrange the return of customer units and ensure all associated documentation is correctly completed. Maintain clear and accurate records of all RMA cases, updates, and outcomes.
3. Server Repair & Diagnostics

Perform hardware diagnostics and repairs on returned units, including component replacements and validation testing. Update firmware and BIOS as required to bring returned units up to standard. Ensure all repaired units are stress tested and added back into the warranty pool for future use.
4. Quality Assurance

Adhere to company procedures and best practices for server diagnostics and repair. Ensure all documentation is up to date and accurately reflects the work completed on each unit.
5. Administration & Reporting

Maintain accurate ticket notes and logs of all customer interactions and repair work. Escalate unresolved or complex cases to senior technicians or the Support Manager as appropriate. Track stock usage during repairs and update the relevant internal systems.
6. Continuous Improvement

Contribute to internal process improvement efforts, including refining diagnostic workflows and documentation. Share feedback from customer interactions to help improve future product support.
7. Miscellaneous Duties:

Carry out other support or repair tasks as assigned by the Support Manager. Maintain a clean and organised working area, ensuring compliance with health and safety standards.
Key Competencies

1. Technical Skills & Aptitude

Good working knowledge of computer hardware, including the ability to identify faulty components and carry out hardware-level repairs. Familiar with handling servers and internal components safely (e.g. RAM, CPUs, storage, cabling). Some experience with BIOS configuration, firmware flashing, and diagnostic testing, with a willingness to expand into deeper troubleshooting. Comfortable using internal tools such as ticketing systems, documentation logs, and basic monitoring platforms.
2. Communication Skills

Clear, professional communication when working with customers and colleagues, both in person and through support channels. Able to summarise technical problems accurately and explain resolutions in a way that suits the customer. Keeps all case documentation clear, concise, and up to date.
3. Problem Solving & Initiative

Uses a logical, step-by-step approach to investigate and resolve hardware or system issues. Able to work independently on routine repairs while recognising when to escalate more complex issues. Actively develops knowledge and shares useful findings with the wider team.
4. Organisation & Time Management

Manages multiple RMA cases and repair tasks efficiently, prioritising as needed. Maintains accurate records of repairs, replacements, and configuration changes. Follows established processes while keeping a close eye on detail.
5. Customer Service Mindset

Maintains a helpful, solutions-focused attitude when dealing with support requests. Understands the impact of downtime and prioritises quick, effective resolutions. Takes pride in delivering reliable support and representing the team professionally.
6. Health & Safety Awareness:

Knowledge of company health and safety policies, including maintaining a safe and hazard-free work area.
Qualifications & Experience:

Essential:

Experience in a hardware support role or related role within the technology or electronics industry. Technical knowledge of hardware testing, firmware updates, and operating system installations. Familiarity with pre-delivery inspection processes.
Desirable:

Certifications in relevant technical areas (e.g., CompTIA A+, Linux Essentials). Experience with Freshdesk or similar ticketing software. Understanding of overclocking & relationships between components.
Working Environment:

Physical Requirements: Must be able to lift 20kg, and handle repetitive tasks involving hands and wrists. Work Conditions: Operates in a fast-paced production environment requiring attention to detail and adherence to tight schedules.
Job Types: Full-time, Permanent

Pay: 26,000.00-31,000.00 per year

Additional pay:

Bonus scheme Yearly bonus
Benefits:

Bereavement leave Company events Company pension Free parking Gym membership Health & wellbeing programme On-site parking Private dental insurance Private medical insurance Sick pay Store discount
Schedule:

Monday to Friday
Work Location: In person