IT Support Technician

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., 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.

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.

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.