Technical Support Analyst

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 frontline application support to customers while contributing to the ongoing development and maintenance of FIS software products.

This role is primarily support-focused (approximately 80%) with opportunities to contribute to development projects (approximately 20%).

Day-to-day responsibilities include diagnosing and resolving complex application issues, conducting customer training sessions, and serving as a key liaison between customers and internal teams.
 

Position & Responsibilities
 

In performing this role your core duties and responsibilities will include, but will not be limited to:



* Handling support calls, tickets, and Teams meetings with customers to diagnose and resolve application issues


* Debugging VB6 code and writing SQL queries to troubleshoot problems and manage data retention


* Managing bug fixes and software enhancements, using discretion to effect timely solutions that ensure customer satisfaction and minimise downtime


* Contributing to development projects using VB6, SQL, and Python etc.


* Delivering customer training sessions remotely and travelling to client sites to support software implementations


* Documenting solutions and contributing to the knowledge base to capture processes and guides


* Supporting legacy system maintenance and modernisation efforts


* Providing technical guidance and mentoring to other team members


* Other duties as assigned
 

What We Are Looking For



* Experience providing technical support in a software environment


* Experience diagnosing bugs and responding to support tickets


* Proficiency with SQL-based database systems


* Ability to read and debug VB6 code (C# knowledge also beneficial)


* Experience with Python scripting is desirable


* Strong communication skills with confidence handling phone, video, and in-person customer interactions


* A proactive self-starter who is versatile and flexible around tasks


* Working knowledge of SAP Crystal Reports would be beneficial
 

Please Note



* The successful applicant must pass Police vetting


* The successful applicant must be based in the UK


* Working hours: 9:00am – 5:30pm GMT


* Occasional travel to client sites for implementations
 

About Us
 

Force Information Systems Limited (FIS) was formed in 1988 to develop solutions for the Police Service.

Our team has extensive experience working on projects including HOLMES, Crime, Command and Control, Custody, Case Preparation, and Intelligence systems.
 

Our staff bring deep domain expertise, with many team members having worked with FIS for over 20 years.

Beyond policing, we have delivered projects including credit card fraud systems for major banks, intelligenc...