Tech Support Specialist: 1st & 2nd Line

Reed Technology; Wychavon; On-site; GBP 30,000 - 42,000; Full time

Job summary

Reed Technology is seeking a Technical Support Analyst to deliver first- and second-line support across software, hardware, video, and asset tracking solutions. The role focuses on diagnosing issues, ensuring excellent customer service, and maintaining customer accounts and assets.

You will onboard new assets, perform health checks, manage tickets, and escalate complex problems to specialists while documenting cases and sharing insights with the team.

Qualifications

• Customer-facing support experience across software and hardware is advantageous.
• Experience handling video retrieval and asset management helps.
• Ability to diagnose first- and second-line technical issues remotely.

Responsibilities

• Act as the first point of contact for customer enquiries via telephone and email.
• Respond to software, hardware, and product-related queries professionally and timely.
• Process footage requests and support video retrieval requirements.
• Provide guidance on product features and best practices.
• Manage and maintain customer accounts, devices, and asset records.
• Onboard new customer assets and equipment.
• Record and maintain support tickets and case notes.
• Gather customer feedback to inform improvements.

Job description

Reed Technology is seeking a Technical Support Analyst to deliver first- and second-line support across software, hardware, video, and asset tracking solutions. The role focuses on diagnosing issues, ensuring excellent customer service, and maintaining customer accounts and assets.

You will onboard new assets, perform health checks, manage tickets, and escalate complex problems to specialists while documenting cases and sharing insights with the team.