IT Support Technician
Job Description:
Kentec Electronics Ltd, during the last 40 years, has expanded into a major worldwide manufacturer of independent fire control panels. Over time, the Kentec brand has become known for its top-quality products, outstanding service, and exceptional support. Headquartered in Dartford, Kent, Kentec has established itself as a global leader, supplying control equipment to more than 90 countries across the world in multiple languages.
As part of the Hochiki Corporation – one of the world’s most established and respected fire detection and life safety manufacturers, with over 100 years of history – Kentec is proud to have been a valued member of the Hochiki family for the past 13 years. This partnership has strengthened our position in the global market, enabling us to deliver world-class fire control panel solutions backed by decades of innovation, quality, and reliability. Our shared values and long-standing collaboration continue to drive progress, excellence, and customer trust across the industry.
Role Overview
We are looking for an IT Technician to be responsible for providing reliable first- and second-line IT support across Kentec, ensuring colleagues can work securely and effectively. The role takes ownership of incidents and service requests from initial contact through to resolution, maintains core workplace technology and contributes to the continuous improvement of IT services, systems and documentation.
Key Responsibilities
- Provide responsive first- and second-line support by desk-side, telephone and remote channels, diagnosing hardware, software, access, network and peripheral issues.
- Log, categorise, prioritise and manage incidents and service requests in HaloITSM, maintaining clear updates and ownership through to resolution.
- Deploy, configure and support Windows devices, laptops, printers, scanners, mobile devices and standard business applications.
- Administer Microsoft 365 services, including user accounts, licensing, Exchange Online, Teams, SharePoint and OneDrive.
- Support identity and access management across Microsoft Entra ID and on-premises Active Directory, including joiners, movers, leavers, groups and permissions.
- Monitor and maintain endpoint security, backup and recovery services, including SentinelOne and Acronis, escalating risks or failures promptly.
- Support wired and wireless networks, VPN connectivity, meeting-room technology and telephony, working with suppliers where required.
- Provide first-line support for business systems, capturing accurate information and escalating application issues to the appropriate specialist.
- Manage equipment builds, replacements, repairs, asset records and stock, following agreed standards and lifecycle processes.
- Create and maintain accurate technical documentation, knowledge articles, support procedures and user guidance.
- Assist with testing, rollouts, upgrades and IT projects, including communicating changes and supporting users during implementation.
- Identify recurring issues and opportunities to improve reliability, security, automation and the user experience, and undertake other reasonable duties assigned by the IT Manager.
Essential experience and skills
- At least two years’ experience in a first- or second-line IT support role within a business environment.
- Practical experience supporting Windows 10/11 devices, Microsoft 365 applications, printers, mobile devices and common workplace peripherals.
- Working knowledge of Microsoft 365 administration, including Exchange Online, Teams, SharePoint and OneDrive, together with experience managing users, groups and permissions in Microsoft Entra ID or Active Directory.
- A structured approach to troubleshooting, with the ability to gather evidence, identify root causes and explain solutions clearly.
- Experience using an IT service management or ticketing platform, with an understanding of structured incident, request and escalation processes; familiarity with ITIL principles is desirable.
- Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi and VPN connectivity.
- Strong customer-service, communication and organisational skills, with the ability to prioritise competing requests and keep users informed.
- A security-conscious, methodical and proactive approach, with a willingness to learn and contribute to continuous improvement.
Desirable experience
- Experience with HaloITSM, SentinelOne, Acronis or comparable service management, endpoint security and backup platforms.
- Experience supporting Epicor or another ERP/business application.
- Experience with endpoint deployment or device management, together with the ability to use and adapt basic PowerShell scripts or other administrative automation tools.
- Exposure to telephony, meeting-room systems and working with third-party support providers.
- A relevant technical qualification, such as CompTIA A+, Network+, Microsoft Fundamentals or an equivalent certification.
Job Specifics
- Working hours: Monday-Thursday: 08:30-17:00, Friday: 08:30-16:00
- 24 days holiday, in addition to bank holidays, increasing with the years of service.
- Employee Assistance Programme (Wisdom)
- Unlimited access to 24/7 GP and wellbeing experts (Metlife)
- Support for Loved Ones during difficult times (Everest)
- Financial well-being scheme (Salary Finance)
- Employee Referral Scheme
- Enhanced workplace pension
- Enhanced parental leave
- Free Mental Health First Aid courses (M.H.F.A.)
- Life Assurance
- Cycle to work scheme
- Internal Trainings
- Company Events
- Long Service Awards
- Employee benefits, discounts and perks (Kencheck)
- Volunteer with a charity of your choice for a day each year
- Get the latest tech at the best price and spread the payment over your salary, interest-free