Overview

💻 Senior Technical Support Analyst

📍 Remote (with occasional office visits)
🕒 37.5 hours per week ¦ Rotating shifts: 06:00–14:00 ¦ 08:00–16:00 ¦ 10:00–18:00
👥 Reports to: Team Leader, Technical Support

🌟 About the Role

Join our Service Centre – Technical Support team as a Senior Technical Support Analyst, delivering proactive 2nd line support to iSAMS customers. You’ll play a key role in resolving complex technical queries, ensuring smooth service delivery, and mentoring other analysts to maintain top-tier customer satisfaction.

⚙️ What You’ll Be Doing

  • 🧠 Provide expert 2nd line technical support for iSAMS customers.

  • 🧾 Monitor and manage tickets through Zendesk, ensuring all incidents are resolved or escalated within SLA.

  • 💻 Use remote access tools and diagnostic software to identify and fix technical issues.

  • 📞 Ensure adequate call coverage and quick response to customer queries.

  • 🔍 Identify recurring issues and work with internal teams to deliver long-term solutions.

  • 👩‍🏫 Support and guide Customer Support Analysts through complex cases or escalations.

  • 🧩 Maintain accurate, up-to-date customer and ticket information.

  • 🔧 Participate in team projects to improve efficiency and service quality.

  • 🧠 Keep up to date with iSAMS system developments and provide internal training where needed.

  • 🪄 Act as a point of escalation and deputize for the Team Leader when required.

🧑‍💻 What We’re Looking For

✅ Essential Experience & Knowledge:

  • 2nd line experience in a Service Desk/Helpdesk environment, managing incidents through to resolution.

  • Strong SQL skills (MS SQL Management Studio).

  • Experience debugging web-based applications.

  • Solid understanding of IT systems, networks, and desktop support.

  • Experience using call logging systems and working within SLAs/ITIL frameworks.

  • Excellent communication, analytical, and organizational skills.

💡 Desirable:

  • Experience with ASP, ASP.NET (C#), or JavaScript.

  • Background in the education sector or experience with MIS products.

  • Knowledge of IIS and Microsoft Reporting Services.

  • Experience supporting the iSAMS application.

💬 Who You Are

  • Detail-oriented with a passion for solving problems 🔍

  • A strong communicator who enjoys teamwork 🤝

  • Self-motivated, adaptable, and eager to learn 🚀

  • Calm under pressure, with a “can-do” attitude 💪

💼 Why Join Us?

  • Work remotely with flexibility 🌍

  • Be part of a supportive, collaborative tech team 💻

  • Continuous professional development opportunities 🎓

  • Play a key role in supporting a product that powers schools globally 🌎

Salary: competitive
Location: UK Remote

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