KFS are one of the leading forensic providers in the UK. We pride ourselves on delivering a quality service and building strong working relationships with our customer base. Our team of forensic scientists are experienced in the interpretation and reporting of a wide range of evidence types in support of criminal investigations.

We are passionate about supporting the Criminal Justice system and want to hear from potential employees who share that same passion.

Please read the requirements of the job carefully as your application will be measured against them. Please ensure you have the experience we are looking for. This is a specialist role and as such we will only shortlist those with the relevant experience and attributes.

The IT Support Technician is responsible for providing technical assistance and support to end-users within the organisation. This role involves diagnosing and resolving hardware, software, and network issues, as well as installing, configuring, and maintaining IT equipment and systems. The IT Support Technician works closely with the IT team to ensure the smooth operation of IT services and the timely resolution of technical problems to minimise downtime and optimise productivity.

Key Responsibilities:

Provide technical support to end-users via phone, email, remote assistance, and in-person, troubleshooting and resolving IT-related issues promptly and efficiently.

Install, configure, and maintain desktops, laptops, mobile devices, and other end-user equipment, ensuring compatibility, functionality, and security compliance.

Diagnose and resolve hardware and software problems, including operating system issues, application errors, and connectivity issues, escalating complex issues to senior IT staff when necessary.

Monitor and troubleshoot network connectivity issues, including LAN/WAN connectivity and wireless networks, collaborating with MSP to resolve issues and optimise performance.

Document and maintain accurate records of reported incidents, service requests, troubleshooting steps, and resolutions using a ticketing system or help desk software.

Provide end-user training and guidance on IT systems, applications, and best practices to enhance IT literacy and user experience.

Assist with IT asset management activities, including inventory tracking, hardware disposal, and procurement requests, ensuring compliance with organisational policies and budget constraints.

Contribute to the development and improvement of IT processes, procedures, and documentation to enhance service delivery and support efficiency.

Qualifications and Skills:

Degree or relevant certification in Information Technology, Computer Science, or a related field preferred.

Proven experience in a technical support role or help desk environment, with knowledge of ITIL principles and best practices.

Strong troubleshooting skills and the ability to diagnose and resolve hardware, software, and network issues in a timely manner.

Familiarity with Windows operating systems, Microsoft Office Suite, and common business applications.

Basic understanding of networking concepts, TCP/IP protocols, DNS, DHCP, and wireless technologies.

Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.

Customer service-oriented attitude with a focus on providing high-quality support and building positive relationships with end-users.

Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and tasks effectively.

Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.

Terms & Conditions

• Salary £25-30k per annum
• Hours – 37 per week
• Holidays – 25 days per annum plus statutory holidays
• Pension – Contributory
• Employee Assistance Programme
• Cycle to Work scheme
• Retailer discounts
• Location: Coventry, Warrington or Norwich based, with regular travel to the other two KFS sites

IN ORDER TO PASS OUR STRINGENT SECURITY VETTING YOU MUST HAVE RESIDED IN THE UK FOR THE PREVIOUS 5 YEARS FROM THE DATE OF YOUR APPLICATION. WE CANNOT CONSIDER APPLICANTS THAT HAVE NOT LIVED IN THE UK FOR THE PREVIOUS 5 YEARS AND YOUR APPLICATION WILL BE AUTOMATICALLY REJECTED.

KFS is committed to eliminating discrimination and encouraging diversity amongst our workforce. Our aim is that our workforce will be truly representative of all sections of society and each employee feels respected and able to give of their best. One of our goals is to work within an environment free from discrimination, harassment and prejudice. We aim to embed this in all of our recruitment and selection policies, procedures and practices.

The closing date for this position is 22 MAY 2024 at 17:30 but we reserve the right to end the vacancy earlier if we find enough suitable applicants to progress to the next stage.