Technical Support Analyst - Remote Eligible

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, intelligence systems for Royal Mail and various charities, and a range of bespoke software solutions tailored to specific business needs.

FIS supplies software to 100% of police forces within Great Britain.

At Harris, we strive to create a respectful and united environment where all members of our globally diverse community are empowered and have equitable opportunities to succeed.

Benefits

Harris offers an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward of £325. Other benefits included such as Private Medical, Death in Service, Discounts etc.

Supporting Your Application

Our recruitment process will comprise of an interview with the lead recruiter followed by a take home test. As an equal opportunities employer, we want to make sure we do all we can to make this a positive experience for you. When applying, please make us aware of any adjustments or additional support we can provide you with before or on the day of an interview.