IT Technical Support Analyst - GB in Gateshead

Position Summary & Objective

The Senior Technical Support Analyst provides first-line technical support to users. This role responds to user inquiries, diagnoses and resolves technical issues, and documents the steps taken to resolve problems. This role identifies and escalates issues that require higher-level support and follows up with users to ensure satisfaction with the resolution.

Responsibilities

• Responds to user inquiries, troubleshoots hardware, software, and network-related issues, and provides solutions in a timely and effective manner.
• Analyzes and resolves technical problems related to hardware, software, and network systems, and documents the steps taken to resolve the issue.
• Maintains and updates user accounts, passwords, and other security-related information in a timely and secure manner.
• Creates and updates a knowledge base of solutions to common technical issues to improve the efficiency of future support.
• Monitors systems and applications to ensure functionality and responds to alerts to resolve issues.
• Communicates with users, provides updates on the status of requests, and maintains a positive and professional demeanor in all interactions.
• Responds to user inquiries and support requests through various channels (e.g., phone, email, chat).
• Troubleshoots hardware, software, and network-related issues.
• Installs, configures, and maintains software and hardware.
• Updates and maintains user accounts, passwords, and other security-related information.
• Escalates issues to higher-level support teams as needed.
• Documents solutions to common technical issues in a knowledge base.

Position Qualifications

Education

• Bachelor\'s degree in computer science, information technology, or a related field is often preferred, but it may not be mandatory for entry-level positions.

Experience

• 3-5 years of experience in a Technical Support role.
• Experience in a helpdesk or customer support environment.
• Proficiency in operating systems, software applications, and hardware components, and experience with remote desktop tools and remote access technologies.
• Experience in a customer-facing role and a strong commitment to providing excellent customer service.

Certifications/Licenses

• Relevant certifications, such as A+, Network+, or Microsoft Certified Systems Administrator (MCSA), can be beneficial.
• CompTIA A+ covering hardware, software, and network troubleshooting.
• Microsoft Certified Solutions Administrator (MCSA) in Windows operating systems and server technologies.
• ITIL Foundation focusing on IT service management best practices.
• Fluent in English.

Knowledge, Skills, and Abilities

• Knowledge of operating systems, software applications, and hardware components, plus experience with remote access and remote desktop tools.
• Strong analytical and problem-solving skills to diagnose and resolve technical issues promptly.
• Excellent communication skills, both written and verbal, to interact with users and provide clear solutions.
• Professional demeanor and strong customer service, even in challenging situations.
• Attention to detail and ability to document solutions and resolution steps accurately.
• Willingness to learn and grow professionally and adapt to new technologies and processes quickly.
• Ability to work in a fast-paced environment, prioritize tasks, and remain calm when dealing with frustrated users.
• Ability to communicate technical information to non-technical users clearly and concisely.

What’s in it for you?

• Work for a market-leading, established product company.
• Nice modern offices with great facilities.
• Health Insurance.
• Life Insurance.

Crane Authentication is part of Crane NXT

Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. Crane NXT has approximately 5,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit www.cranenxt.com.

We value diversity at our company. Everyone who applies with the qualifications will receive consideration for employment without regard to: age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by law.

We receive a high number of applications, so apologies if we are unable to provide specific feedback. If we feel you are a fit for the role, we’ll be in contact.