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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Analyst - **Company:** Generis Enterprise Technology Limited - **Location:** Crawley, UK (Remote available) - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Java (Programming Language), JIRA, Microsoft Azure, Linux, DevOps, Enterprise Content Management, Elasticsearch, Groovy, Issue Tracking Systems, Lightweight Directory Access Protocols (LDAP), Microsoft Servers, Ping (Networking Utility), Redis, Release Management, Software Deployment, Software Engineering, SQL Databases, Okta, Information Technology, Zendesk, Software Version Control - **Published:** June 5, 2026 - **Apply:** https://www.apply4u.co.uk/jobs/x/38279345/ ## About the Role Experience in IT Support: A proven track record in a previous IT support technical role, demonstrating the ability to effectively troubleshoot and resolve customer issues. Familiarity with Freshdesk or Similar Platforms. Proficiency in using ticketing systems like Freshdesk, JIRA, Zendesk. Effective Communication Skills. Strong written and verbal communication skills are essential, as this role involves daily interaction with both technical and non-technical teams within the company and external customers. Customer-Centric Approach: A dedication to providing exceptional customer support and a commitment to ensuring customer satisfaction through timely and accurate responses. Technical Problem-Solving Skills: A background or interest in technical problem-solving can be advantageous for efficiently diagnosing and addressing software-related issues. Documentation Skills: Strong documentation skills for creating knowledge base articles, FAQs, and user guides. Remote Work Proficiency: The capability to work effectively in a remote or telecommuting environment, demonstrating self-discipline and strong time management skills to maintain productivity and meet customer support needs. Independence: A proven ability to work independently, take initiative, and make decisions when necessary, while also being a reliable team member when collaborating with colleagues and cross-functional teams. Fluent English or Higher (Verbal, Written, and Reading). Excellent analytical and problem solving skills. Excellent attention to detail Strong planning and organisational skills Ideally 1-2 years' experience in a similar type of role. Experience of working with large global organisations and an appreciation of the potential challenges that may be encountered. Can-do attitude, reliable and flexible. Excellent communication skills (written and verbal). Comfortable engaging with external customers. Fluent English (written and verbal). Good to-have:Knowledge of enterprise content management systems. Second language. Knowledge of CARA: Familiarity with the CARA, including its features and functionality, is a significant advantage in understanding customer needs and issues better. Proficiency in Groovy, Java, and SQL: Familiarity with Groovy, Java, and SQL is highly advantageous when working with CARA's customization. Understanding of DevOps Methodology: A fundamental understanding of software development principles, such as version control, code deployment, or release management. Analytical Thinking: The ability to analyse trends in customer inquiries and provide insights to the development team for continuous improvement of the CARA platform. Prior Experience in the Life Sciences Industry: Experience working within the life sciences industry can provide valuable domain knowledge. 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