Technical Support Analyst

CompanyFortray Global Service Limited

LocationNewcastle Upon Tyne, England, United Kingdom

Posted At1/23/2026

UK Visa Sponsorship Analytics

Occupation Type

IT user support technicians

Occupation Code Skill LevelMedium Skilled

Sponsorship Salary Threshold

£41,700 (£21.38 per hour)

Standard minimum applies

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Description

About the Role

We are seeking a customer-focused Technical Support Analyst to provide technical assistance and support to end users. You will be responsible for diagnosing and resolving hardware, software, and system issues while ensuring high levels of service quality and user satisfaction.

This role is ideal for professionals who enjoy troubleshooting and working in a structured support environment.

Key Responsibilities

Provide 1st and 2nd line technical support via phone, email, and ticketing systems
Diagnose and resolve hardware, software, and application issues
Support Windows desktops/laptops and common business applications
Assist with user account management and access requests
Support Microsoft 365 applications (Outlook, Teams, SharePoint)
Troubleshoot basic networking issues (LAN, Wi-Fi, VPN)
Log, track, and resolve incidents in line with SLAs
Escalate complex or unresolved issues to senior support teams
Maintain accurate documentation and knowledge base articles
Deliver professional and customer-focused technical support

Required Skills & Qualifications

Experience in a Technical Support, Helpdesk, or Service Desk role
Strong knowledge of Windows operating systems (Windows 10/11)
Familiarity with Microsoft 365 and end-user applications
Basic understanding of networking concepts
Experience using ticketing or ITSM tools
Strong troubleshooting and problem-solving skills
Good communication and customer service abilities
Ability to work effectively in a fast-paced environment

Preferred (Not Mandatory)

Experience with Active Directory or user access management
Knowledge of ITIL practices and service management frameworks
Exposure to endpoint management or security tools
IT certifications (CompTIA A+, ITIL Foundation, or equivalent)
Experience supporting enterprise environments

What We Offer

Competitive salary based on experience
Stable role within a professional IT support environment
Training and career progression opportunities
Supportive, collaborative, and inclusive workplace culture

Flexible working arrangements where applicable

Equal Opportunity Statement

We are an equal opportunity employer. Employment decisions are based on skills, experience, and qualifications. We welcome applications from candidates of all backgrounds.