IT 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.