Technical Support Analyst

Full Time Fife IT Job Pro UK



Have you ever wanted to work for a company doing something truly incredible, disruptive and working for the greater good of planet Earth?  Well, here is your chance.  ESS Recruit’s client is a fast growing innovative Agritech SME changing how the world does farming.  They have two go to market products, one that facilitates optimum plant growth indoors and a supplementary smart lighting array that can be used in support of farming and for other in and outdoor lighting requirements.
Employing over 60 staff between a facility in Dundee and one in Edinburgh, this business is set for rapid growth worldwide.  To continue their drive towards customer service excellence they need to recruit a Technical Support Analyst.
Reporting into the Customer Support Manager, the Technical Support Analyst will field queries concerning best-in-class hardware platform and the software that supports it.  You will triage issues and where possible offer solutions from the knowledge base or from simple technical tasks within your skill set; elsewise you will gather all the relevant information and pass the issue on to the relevant department in the company.  Every case will be logged in a ticketing system and you will have the responsibility to ensure those tickets are dealt within a defined SLA, holding other departments to account if required. You will also be involved in a wider problem management programme seeking to build the knowledge base and increase your skills.  Key responsibilities will include:

Provide first point of contact with customers, handling feedback/issues.
Resolve issues within your technical gift in a timely and accurate manner.
Escalate issues to appropriate parts of company for further resolution and manage that escalation to fruition, e.g. to hardware team, software team, supply chain, project implementation team, sales team etc.
Low level project management of on-site repair and maintenance teams.
Work with the management team to drive customer delight through a problem management programme. You have basic technical experience of supporting business critical products across hardware, firmware, and software.  You can build good rapport with customers ensuring they feel valued and supported. You can manage tickets and proactively communicate with customers and other departments in the company to drive satisfaction for the users.  The successful candidate has proven experience in a customer facing role, manning a technical or customer support help desk and a proven ability to triage queries and solve technical problems. 
This role will suit candidates used to working with electro-mechanical or software products in the field, where there is a remote customer service help desk and function.  It might also suit technical / field engineering staff looking for a site based role.
This represents an incredible opportunity to “give something back” and be part of a culture geared to helping others internally and externally.  Your leading base salary is complemented by an extensive benefits package with the chance to own shares in the business.
To apply for this role please apply to our recruitment partner Bruce Hydes at ESS Recruit

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