Technical Support Analyst

Job DescriptionJob Title: Technical Support Analyst (First and Second Line Support) Department: Technical Support Reports To: Technical Support ManagerJob PurposeTo 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 ResponsibilitiesCustomer SupportAct 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 TroubleshootingDiagnose 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 ..... full job details .....