IT Support Analyst – Sheffield – SGI

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.