Technical Support Analyst

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Technical Support Analyst

Apply locations: United Kingdom
Time type: Full time
Posted on: Posted Yesterday
Time left to apply: End Date: January 2, 2025 (19 hours left to apply)
Job requisition id: R0027762

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 issues 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 requests in order to determine the method of resolution, and create processes and guides.
• Exercises sound professional judgment in analysis of problems in order to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problems.
• 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 supplies 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 offers 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 to £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.

Harris provides mission-critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia, and Australia.

Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams!

Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”!

• We empower our employees to make a difference
• We have an award-winning culture
• We offer the opportunity to learn
• We are financially strong and we are owned by the largest software company in Canada (CSI)
• We have fun!

Follow us on social media to learn more about our company values, culture, and initiatives!

Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at HarrisTalentAcquisition@harriscomputer.com

This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.