1st Line IT Support Technician

We are currently looking for a 1st Line IT Support Technician

A little about us:

With over a century of engineering expertise and innovation, KNDS UK is a renowned world leader in rapidly deployable military bridging systems and a key partner in the UK MoD’s Boxer armoured vehicle programme.

We are proud of our heritage and our reputation of providing the highest quality engineering solutions for over 100 years. As a trusted partner to military customers around the world, our employees are the very heart of our company. We have a skilled and experienced workforce dedicated to achieving excellence in all areas of the business from Engineering to Project Management, Business Support to Operations.

As our business evolves, we are looking to strengthen our workforce with talented and motivated individuals across a range of disciplines to work from our Northwest Engineering Centre of Excellence and currently have this opportunity available:

About the role… 

The primary purpose of this role is to be the first point of contact for IT support requests across the organisation. Working closely with the 2nd Line Support Technician, you will be responsible for logging, prioritising, and resolving basic technical issues, while ensuring timely escalation of more complex problems.

Key duties include, but are not limited to:

• Act as the first point of contact for all IT queries via phone, email, or ticketing system.

• Log, categorise, and prioritise support requests accurately in the service desk system.

• Provide first-line investigation and diagnosis of IT incidents and service requests.

• Troubleshoot and resolve basic hardware, software, printer, and connectivity issues.

• Set up and support user accounts, password resets, and access permissions.

• Install and configure approved software on user devices.

• Escalate unresolved incidents to 2nd Line Support in a timely and informative manner.

• Maintain clear communication with users on the progress of their support requests.

• Follow documented procedures and contribute to the development of support documentation and FAQs.

• Support onboarding and offboarding processes, including equipment setup and recovery.

• Assist with asset tracking and inventory of IT equipment.

What we’re looking for… 

Our ideal candidate will be able to demonstrate the following:

• Previous experience in a similar helpdesk or customer service role.

• Basic understanding of Windows desktop environments, Microsoft 365, and common business applications.

• Strong communication and interpersonal skills.

• Ability to remain calm under pressure and handle multiple support issues concurrently.

• Eagerness to learn and develop technical skills through training and day-to-day experience.

What you can expect from us:

We signed the Armed Forces Covenant in 2018, achieved their Silver Award in 2020 and Gold Award in 2024 which means that we actively support and encourage service leavers, reservists and cadets to join our team, recognising military skills and qualifications in our recruitment and selection process. When you become part of the KNDS UK team, you will enjoy employee benefits such as:

• Competitive salary

• Attractive pension (4% employee contribution, 7% employer contribution)

• Flexible working

• Half day Friday

• Life assurance scheme

• Company sick pay scheme which increases with service

• Free car parking

If this sounds like the opportunity for you, please apply by clicking the link at the top of the page or email your CV with a cover letter to careers@knds.co.uk. 

We look forward to receiving your application!

Please note that we have a Preferred Supplier List in place and we will contact agencies directly should the need arise, however any unsolicited CVs received via an agency will be accepted with thanks but without fee.