IT Second Line Engineer FTC 2 Years

The Helpdesk are essential to KFRS, providing support to circa 1500 staff, from operational fire-fighters to senior managers, supporting approximately 57 KFRS locations across Kent, plus mobile workers and working from home.

This role will provide high level second line ITIL Compliant IT Helpdesk service to Kent Fire and Rescue, including user support and cover for other technical services.

They will act as a lead in “day to day” support for first line and second line colleagues, utilising their advanced knowledge in supported products such as Microsoft Operating Systems and Office. They will work on complex escalations from the first line, supporting as needed to ensure the Helpdesk is covered.

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 2nd line support to internal staff helping to resolve incidents via ticket system and by giving telephone base support.
• Escalating as appropriate and closing tickets when the user is satisfied.
• Provide detailed advice and guidance to all users about systems, products and services available to them.
• Supporting and maintaining the desktop operating systems and general maintenance of all IT related hardware and software.
• Support occasional project work with the ability to research and take responsibility for the completion.
• Where necessary, undertake the Technical Support role, including travelling to stations to resolve system and technical issues

• IT qualification (e.g. GCSE/A level in IT, HNC/HND in Computer Sciences, Microsoft certification etc)
• Good communication skills and empathy towards non-technical customers.
• Previously worked in an IT Help Desk environment.
• Experience supporting following systems desirable:
• PCs and Laptops
• MS Office, MS Exchange, MS Windows, MS 365
• Intranet/Internet
• Operational systems (e.g. Mobile data terminals)
• Networks
• Telephony etc.
• SharePoint Online
• Problem solving skills including problem identification and diagnosis.
• Ability to learn new software/hardware in depth quickly, taking responsibility for own development and improvement., * IT Support: 1 year (preferred)

Pulled from the full job description

• Sick pay
• Free parking
• Company pension
• Health & wellbeing programme
• Work from home
• Enhanced maternity leave
• On-site parking, Hours: 2 Year Contract - Full Time - 37 Hours per Week

Pension: Automatic membership of the Local Government Pension Scheme - career average pension scheme with 17.5% employer contribution

Holidays: In addition to entitlement to bank/ public holidays you will receive 31 days holiday

Base Salary: £37,478 - £42,104 per annum depending on experience, * 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 are 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 this fits in with their everyday work.

Pay: £37,478.00-£42,104.00 per year