Technical Support Analyst

1 day ago

Newcastle Upon Tyne, United Kingdom GEM Premium People Ltd Full time

**Role**:Technical Support Analyst

**Salary**: Up to £30,000 + Bonus + Shares

**Location**: Newcastle upon Tyne (hybrid working)

**Hours**: 9am - 5pm Monday to Friday (no on call rota)

My client is a rapidly growing SME business who provide SaaS software solutions to organisations across the UK. Expansion to-date has been achieved through a combination of organic growth and strategic acquisitions and to continue this trajectory they arerecruiting for a Technical Support Analyst to join their team and who will be responsible for delivering a first-class support service to their clients.

**The Role**

Key responsibilities will include:

- Troubleshooting technical issues and providing 1st and 2nd line technical support to their clients
- Acting primarily support capacity, resolving issues predominantly over the phone or via remote connectivity or, occasionally, visiting client sites
- Take ownership of support issues and seek closure ensuring all relevant support procedures are followed
- Deliver great customer service operating within client-specific SLAs
- Support the roll-out of new software solutions across their client base
- Create written documentation

**The Person**

With proven experience in a similar IT support role, you will have:

- Previous IT support experience
- Ability to work with relational databases using SQL is essential
- Ability to understand and write JavaScript script
- Ability to support non-technical customers and explain complex IT concepts in simple terms
- Ability to quickly learn new operating procedures and maintain established systems
- Exceptional written and verbal communication skills
- Customer-focused mentality

This is a fantastic opportunity to join a leading SME organisation at an exciting time with genuine opportunities for career development and progression - the role supports a hybrid working pattern with 3 days per week working from home.

If you feel you have the qualities they seek, please forward your CV and covering letter indicating your current package to Ian Miller at GEM Partnership or for a discreet conversation call their Newcastle office.
- GEM Partnership are acting as an employment agency on this exclusive project._

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