IT Support Technician

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.

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.

• 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 One Drive.
• Support identity and access management across Microsoft Entra  on-premises Active Directory, including joiners, movers, leavers, groups and permissions.
• Monitor and maintain endpoint security, backup and recovery services, including Sentinel One 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.

• 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 One Drive, together with experience managing users, groups and permissions in Microsoft Entra  Active Directory.
• A structured approach to troubleshooting, with the ability to gather evidence, identify root causes…