Application Support Analyst - Sheffield

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 (), 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.

• 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.

By applying for this role, you consent to SGI contacting you by telephone regarding recruitment services, market updates, and relevant business opportunities

We believe in equal opportunity for all and actively encourage applications from diverse backgrounds, experiences, and perspectives.

Source Group International Ltd is acting as an Employment Business in relation to this vacancy