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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Analyst - **Company:** MB&G Insurance - **Location:** Wallsend, UK - **Experience:** Experienced - **Salary:** £30,000.0 - £35,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, JIRA, Microsoft Azure, Business Software, Cloud Computing, System Configuration, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Network Troubleshooting, Networking Basics, Microsoft SharePoint, TCP/IP, Office365, Microsoft InTune, Computer Equipment, Information Technology, Servicenow - **Published:** June 13, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=a1694d09f1301260 ## About the Role Do you have experience in Technical support?, Required Knowledge and Technical Skills 2-3 years' experience in a hands-on technical support or service desk environment Strong troubleshooting and problem-solving skills Experience with helpdesk or ticketing systems and familiarity with ITIL processes Working knowledge of Windows environments and common business applications Experience supporting users in a business environment Ability to work collaboratively with internal teams and third-party providers Experience supporting cloud-based environments (e.g. Microsoft Azure) Strong communication skills, with the ability to explain technical issues to non-technical users Microsoft 365 suite - including exchange, teams, SharePoint Active Directory/Entra ID Windows operating systems (desktop/laptop support) Basic networking knowledge (e.g. TCP/IP, DNS, VPNs) Endpoint/device management tools (e.g. Intune - desirable) Helpdesk/ticketing systems (e.g. ServiceNow, Jira Service Management) Customer-focused and responsive Proactive and solution-oriented Well-organised with strong attention to detail Able to manage multiple priorities effectively Committed to continuous improvement ## Description Our business has a great opportunity that has arisen for a full time, experienced individual to join our team in Newcastle. The role of Technical Support Analyst is a fantastic opportunity for anyone who is looking to take the next step forward in their current role, or for an individual experienced in a hands-on technical support or service desk environment who is looking for more autonomy and challenge in their day-to-day job., A permanent role provides first- and second-line technical support to users across the business, working closely with internal teams and outsourced IT providers. The role ensures systems remain available, reliable and secure, while also helping to support project teams with their technical requirements and assist with system setup, testing, and implementation activities. Key Tasks of role: * Provide technical support to users via phone, email, and chat channels * Diagnose and troubleshoot hardware, software, and network issues in a timely manner * Log, manage, and update incidents using helpdesk or ticketing systems * Work alongside outsourced IT support providers to coordinate issue resolution * Escalate complex or unresolved issues to internal teams or third-party vendors * Install, configure, and maintain IT systems, devices, and business applications * Support project delivery by assisting with system Improvements, setups, testing, and rollouts * Communicate solutions clearly to users, avoiding technical jargon where possible * Maintain accurate documentation of issues, fixes, and support procedures * Identify recurring issues and recommend improvements to systems and processes The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)