First-line support analyst


Department: Digital Signage

Location: Mansfield

Reference: 0603

Number of positions: 3


Job description

The First-line support analyst is responsible for remotely providing first-line digital signage support to our clients. The successful candidate will fix what they can and escalate more complex issues to the relevant support channels within Linney or our third-party partners, in line with our internal escalation processes and procedures.

Working in a fast-paced environment where no day is the same, the ideal candidate will have experience working as a First-Line Support Analyst or Engineer and will be able to build key internal and external relationships. They will join a rota system as part of the role, and day-to-day duties will include:

  • Providing remote first-line support to digital screens clients
  • Answering calls from clients and raising support tickets
  • Taking ownership of users’ issues and identifying appropriate solutions to resolve service incidents and requests
  • Providing users with regular communication on the progress of investigations and planned solutions
  • Working closely with the support team to provide first-line support, ensuring assigned calls are responded to and issues diagnosed and resolved swiftly
  • Assisting remote support engineers with an incident resolution for any on-site devices
  • Creating standard documentation on problem resolution and fixes and updating the technical knowledge base
  • Keeping up to date with new technology trends
  • Recording incidents within Zendesk and providing timely feedback to customers. 

Essential skills

  • Experience in client support functions
  • Good communication skills, both written and verbal
  • Ability to work on own, as part of a team, and under pressure
  • Good time management and ability to prioritise
  • Initiative to diagnose problems
  • Professional working attitude
  • Experience in providing high levels of customer service
  • Problem-solving expertise in hardware, operating systems, and software packages.

Desirable skills: 

Experience using Zendesk Experience with Digital Screens and AV support.


To apply for this position, send your CV, quoting reference 0603, with an indication of your salary expectations to

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