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    Support Analyst - Newcastle upon Tyne, United Kingdom - Adaptiva

    Adaptiva
    Adaptiva Newcastle upon Tyne, United Kingdom

    1 week ago

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    Description

    Support Analyst (UK)

    About Adaptiva

    Adaptiva, the Autonomous Endpoint Management company, delivers the fastest way to patch and manage endpoints at scale. The company offers OneSite, the first fully adaptive autonomous endpoint management (AEM) platform. At Adaptiva, we pride ourselves on being a great place to work, driven by our relentless pursuit of engineering excellence and customer satisfaction. Our mission to deliver sophisticated and effective solutions is more than a mantra—it's the cornerstone of our values. At the heart of our success lies a culture of innovation, where collaboration empowers our employees to meet their greatest potential in their career journeys.

    Integral to our identity are our four core values: Integrity, Excellence, Work Ethic, and Dignity of Labor. These principles guide everything we do, from the way we conduct business, to the way we interact with our colleagues, customers, and partners. Upholding the highest standards of integrity ensures transparency and trust in all our endeavors, while our unwavering commitment to excellence propels us to go above and beyond to exceed expectations. At Adaptiva, we champion a self-driven work environment, empowering our team to take ownership of their projects and deliver results. Moreover, we deeply honor the Dignity of Labor, recognizing the value in every task and fostering an environment where all contributions are respected and celebrated.

    Working at Adaptiva means having the opportunity to collaborate with exceptional customer partners, forging relationships that drive mutual success. Our dedication to customer satisfaction extends beyond providing innovative solutions; it encompasses cultivating meaningful partnerships built on trust, collaboration, and shared goals.

    Hundreds of today's largest global organizations choose Adaptiva to increase operational efficiency, reduce risk, and maximize patching velocity across millions of endpoints. Learn more at Adaptiva, and follow the company at LinkedIn, Facebook and X.

    About the role

    We are looking for a Support Analyst to be part of the Customer Success team, performing Tier 1 and Tier 2 technical support. In this role, you will address technical queries from customers, and ensure our products optimal performance through careful analysis and maintenance.

    Your contributions will directly impact our ability to provide a seamless user experience and sustain our rapid growth.If you're proactive, analytical, and have a solid technical foundation, we would like to hear from you.

    This is a full-time, remote (work from home) position based in the United Kingdom. Visa sponsorship is not available for this position.

    Responsibilities

    • Provide technical product support for existing customers.
    • Respond to customer issues and updates within the service level objectives.
    • Diagnose, troubleshoot, and identify solutions to resolve customer issues.
    • Clearly documenting the problem and resolution.
    • Documenting common problems and resolutions into knowledgebase articles.
    • Escalate as required to next-level product support and/or development teams.

    Requirements

    • Experience managing support tickets and escalations.
    • Experience in a technical role, implementing and supporting IT software.
    • Industry-specific experience in systems management, device management, security software, or configuration compliance.
    • Technical experience with Windows Operating Systems, Desktop Management & Windows Deployment.
    • Technical experience with supporting and troubleshooting Microsoft System Center Configuration Manager (SCCM), Intune, or VMware Workspace ONE.
    • Excellent and demonstrable troubleshooting and analytical skills.
    • Experience with server and networking technologies.
    • Experience working with or supporting Adaptiva products, or a similar software product supporting endpoint management.
    • Willingness to be on-call on a rotational basis.

    How to apply

    Send your resume and cover letter in .pdf format to

    You must have the right to work in the United Kingdom. Visa sponsorship is not available for this position.

    Qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

    Adaptiva does not accept unsolicited head-hunter and agency resumes.

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