Overview
IT Support Analyst We’re hiring on behalf of a fast-growing SaaS client seeking a Senior Technical Support Specialist to deliver high-quality technical support across their cloud-based platforms. This is a key customer-facing role ideal for someone who thrives on problem-solving and cross-functional collaboration in a modern tech environment.
Responsibilities
* Provide expert support via Zendesk or similar systems.
* Troubleshoot issues across Windows, macOS, and networking environments (TCP/IP, DNS, VPNs).
* Support cloud applications, Java-based systems, and SaaS platforms.
* Manage SQL Server tasks (2017–2022), including queries and backup/restore.
* Configure and support Windows Server, RDP, IIS, and MS Azure.
* Explain technical issues to non-technical users clearly and effectively.
* Use ITIL-aligned processes to resolve and escalate issues as needed.
* Maintain documentation and contribute to support knowledge base.
Qualifications
* 5+ years in technical support, ideally in SaaS or enterprise IT.
* Strong experience with Zendesk (or similar), Windows/macOS, networking, and cloud services.
* Proficiency in SQL Server, Windows Server roles, and infrastructure monitoring tools.
* Knowledge of XML/JSON formatting, Java application support, and Apache Tomcat.
* Excellent communication and customer service skills.
* Bachelor’s degree in IT, Computer Science, or equivalent experience.
* Certifications like CompTIA A+/Network+ are a plus.
Employment details
* Seniority level: Not Applicable
* Employment type: Full-time
* Job function: Information Technology
* Industries: Technology, Information and Media
Sheffield, England, United Kingdom
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