Technical Support Analyst

Force Information Systems Limited (FIS), a Harris Computer company, is currently recruiting for a Technical Support Analyst on a permanent, remote-working basis.

The Technical Support Analyst provides application support to customers involving answering complex questions, contributing to a knowledge base and serving as a support liaison between the company and the customer.

Position & Responsibilities

In performing this role your core duties and responsibilities will include, but will not be limited to:

• Handles the escalated support calls or tickets; may work directly with customers to provide services and help resolve computing problems.
• Manages bug fixes and software enhancements.
• Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Recognizes issue with code, but escalates to development. 
• Provides technical leadership and training for lower level support specialists.
• Receives requests for computer technical assistance and problem resolution from company employees.
• Collects detailed information to categorize request in order to determine method of resolution, and create processes and guides.
• Exercises sound professional judgment in analysis of problem in order to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem.
• Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation including internal training and mentoring.
• Other duties as assigned.

What we are looking for

• Experience providing technical support
• Experience of fault finding bugs / issues and responding to tickets
• A proactive self-starter who is versatile and flexible around tasks
• Experience with SQL based database systems
• Ability to read basic VB6/C# code
• It would also be beneficial if you have a working knowledge of SAP Crystal Reports

Please note:

• The successful applicant must go through & pass Police vetting process
• The successful applicant must be based in the UK
• Working hours 9 – 5:30pm GMT

About Us

Force Information Systems Limited (FIS) was formed in 1988 to develop solutions for the Police Service. The staff had until then been working on numerous projects such as HOLMES, Crime, Command and Control, Custody, Case Prep. and Intelligence.

The majority of the staff have been with FIS for over 20 years and have been primarily working on projects for the Police Service. Other projects have included credit card fraud for some of the major banks, as well as providing intelligence systems to the Royal Mail and various charities as well as developing a plethora of smaller bespoke software solutions, created to cater to specific business needs.

FIS supply software to 100% of police forces within Great Britain.

At Harris, we strive to create a respectful and united environment where all members of our globally diverse community are empowered and have equitable opportunities to succeed.

Benefits

Harris offer an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward amounting £325.

Supporting your application

Our recruitment process will comprise of interviews and, at times, a written exercise, an assessment day and/or a presentation. As an equal opportunities employer, we want to make sure we do all we can to make this a positive experience for you. When applying, please make us aware on your application of any adjustments or additional support we can provide you with before or on the day of an interview.