IT First Line Engineer

The Helpdesk service provides support to circa 1700 KFRS staff, from operational fire-fighters to senior managers, supporting approximately 57 KFRS locations across Kent, plus mobile workers and working from home.

As a First Line Engineer you will provide first line IT support to internal staff, acting as a single point of contact for IT related issues and requests, helping with queries and resolving incidents, all while maintaining a high degree of customer service, assessing priority calls accurately and quickly to ensure major issues are identified quickly.

You will be integral to contributing to public safety through supporting the internal IT function, ensuring that our crews and corporate staff have the IT products required to deliver their jobs. Working with a variety of staff across the organisation there will be no two days the same. As well as enjoying new challenges in your work, there will also be opportunities to expand your own learning.

What you'll do

• Provide 1st line support to internal staff helping to resolve incidents, ensuring that all calls/ tickets are actioned effectively and prioritised, escalating to the appropriate 2nd/3rd line queues where required.
• Providing support, primarily telephone/customer portal based, for all applications and devices used by the service including:

o PCs, laptops, tablets

o Microsoft Office applications (including 365, Teams, Sharepoint)

o Intranet/internet

o Specific business applications e.g Kronos and iTrent

o Operational systems and terminals (such as mobile data terminals, mobile phones and radios).

• Appropriately logging service requests and dealing with password resets, processing new user requests, account changes, deletions, setting up new equipment and undertaking office moves.
• Managing the full lifecycle of incidents and requests, closing calls when the customer is satisfied. On behalf of IT, take ownership of calls, chasing up progress and provide regular updates to customers.
• Work alongside passionate and knowledgeable colleagues across a broad spectrum of projects.

· Good communication skills and empathy towards non-technical customers.

· Previously worked in an IT Helpdesk environment.

· Experience of Microsoft products such as Word, Excel and Outlook (including 365 versions).

· Problem solving skills including problem identification and diagnosis.

· Willingness to learn new products and self-motivation.

· Able to organise and prioritise own work

· Ability to work on own initiative but be a team player when necessary, * IT Support: 1 year (preferred)

Job Types: Full-time, Permanent

Pay: £28,635.00-£31,609.00 per year

Benefits:

• Company pension
• Enhanced maternity leave
• Free parking
• Health & wellbeing programme
• On-site parking
• Sick pay
• Work from home

Inclusion is at the heart of everything we do. We know that great minds don't think alike, so we rely on diverse thoughts, feelings, beliefs, and backgrounds to create the best working environment that we can possibly offer. Kent Fire and Rescue Service, its employees and volunteers, are committed to safeguarding, protecting and supporting children, young people and adults at risk. As part of our safer recruitment process, we will undertake pre-employment checks to verify your suitability for the role. These checks will include your references and a standard or enhanced Disclosure and Barring Service (DBS) check. Enhanced DBS check with barred lists is carried out for roles with direct and unsupervised access to children, young people and adults at risk. Risk assessments will be undertaken on any disclosures identified as part of the pre-employment checks. As a Public Sector organisation with added responsibilities under the Equality Act, 2010 the candidate must demonstrate an understanding of what is meant by Equality, Diversity and Inclusion and how these fit in with their everyday work.