Technical Support Analyst

About the Role

Our client is seeking a proactive and technically adept Technical Support Analyst to join their remote team, supporting users of their innovative software solutions. In this role, you will diagnose and resolve complex technical issues, providing users with expert guidance and solutions. You will play a key role in maintaining user satisfaction and ensuring the smooth operation of our client’s products from afar. This is a fully remote position, offering flexibility and the chance to work with a forward-thinking company that values technical expertise and excellent problem-solving skills.

Key Responsibilities

• Provide first and second-level technical support to users via remote channels (phone, email, remote desktop tools).
• Diagnose, troubleshoot, and resolve software and hardware issues efficiently.
• Document technical issues, solutions, and user guides in the knowledge base.
• Install, configure, and maintain software and hardware as required by users.
• Collaborate with the IT team to identify trends and implement proactive solutions to common technical problems.

Requirements

• Minimum of 2 years of experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS) and common software applications.
• Experience with remote support tools and ticketing systems.
• Excellent analytical and problem-solving skills for diagnosing technical issues.
• Ability to communicate technical information clearly to non-technical users, regardless of location, in the Manchester area or beyond.

Benefits

• Competitive salary commensurate with experience.
• Fully remote working arrangement, offering significant flexibility.
• Opportunity to work with cutting-edge technology.
• Continuous learning and professional development opportunities.
• A supportive and collaborative remote team environment.