Technical Support Analyst

Job Description

Job Title: Technical Support Analyst (First & Second Line Support)
Department: Technical Support
Reports To: Technical Support Manager

Location: Pershore, Worcester

Requirements: Full Time, 5 days On-Site

Job Purpose

To provide first- and second-line technical support to customers across the company's software, hardware, video, and asset tracking solutions. The role is responsible for delivering excellent customer service, diagnosing and resolving technical issues, maintaining customer accounts and assets, and escalating complex issues where specialist intervention is required.

Key Responsibilities

Customer Support

• Act as the first point of contact for customer enquiries via telephone and email.
• Respond to software, hardware, and product-related queries in a professional and timely manner.
• Process footage requests and support customers with video retrieval requirements.
• Provide guidance on product features, functionality, and best practice usage.
• Manage and maintain customer accounts, devices, and asset records.
• Onboard new customer assets and equipment.
• Carry out routine system health checks and produce managed service reports.