Technical Support Analyst

Job Description

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

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.
• Record and maintain accurate support tickets and case notes.
• Gather customer feedback and communicate improvement opportunities to relevant teams.

Technical Support and Troubleshooting

• Diagnose and resolve first- and second-line technical issues remotely.
• Investigate hardware faults and undertake repair, refurbishment, or reconditioning activities where appropriate.
• Inspect hard drives and manually extract video footage when required.
• Configure, programme, test, and deploy asset tracking devices and associated equipment.
• Identify root causes of issues and implement effective solutions.
• Maintain technical knowledge of supported products and services.

Escalation and Continuous Improvement

• Escalate unresolved issues to specialist support teams, developers, suppliers, or third-line support as required.
• Coordinate repair activities where remote resolution is not possible.
• Act as a technical point of contact for designated products or systems.
• Contribute recommendations to improve products, support processes, and customer experience.
• Share knowledge and best practices with colleagues to support team development.