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. Key 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. Requirements 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.