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IT Support Analyst - Sheffield

Greater London, South East, England

Apply by 11 Oct 2025

£30000 - £35000 per annum

Job Ref.: BH-55607

Job Description

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.
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