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
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🧠 Provide expert 2nd line technical support for iSAMS customers.
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🧾 Monitor and manage tickets through Zendesk, ensuring all incidents are resolved or escalated within SLA.
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💻 Use remote access tools and diagnostic software to identify and fix technical issues.
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📞 Ensure adequate call coverage and quick response to customer queries.
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🔍 Identify recurring issues and work with internal teams to deliver long-term solutions.
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👩🏫 Support and guide Customer Support Analysts through complex cases or escalations.
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🧩 Maintain accurate, up-to-date customer and ticket information.
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🔧 Participate in team projects to improve efficiency and service quality.
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🧠 Keep up to date with iSAMS system developments and provide internal training where needed.
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🪄 Act as a point of escalation and deputize for the Team Leader when required.
🧑💻 What We’re Looking For
✅ Essential Experience & Knowledge:
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2nd line experience in a Service Desk/Helpdesk environment, managing incidents through to resolution.
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Strong SQL skills (MS SQL Management Studio).
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Experience debugging web-based applications.
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Solid understanding of IT systems, networks, and desktop support.
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Experience using call logging systems and working within SLAs/ITIL frameworks.
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Excellent communication, analytical, and organizational skills.
💡 Desirable:
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Experience with ASP, ASP.NET (C#), or JavaScript.
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Background in the education sector or experience with MIS products.
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Knowledge of IIS and Microsoft Reporting Services.
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Experience supporting the iSAMS application.
💬 Who You Are
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Detail-oriented with a passion for solving problems 🔍
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A strong communicator who enjoys teamwork 🤝
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Self-motivated, adaptable, and eager to learn 🚀
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Calm under pressure, with a “can-do” attitude 💪
💼 Why Join Us?
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Work remotely with flexibility 🌍
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Be part of a supportive, collaborative tech team 💻
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Continuous professional development opportunities 🎓
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Play a key role in supporting a product that powers schools globally 🌎
Salary: competitive
Location: UK Remote
