Technical Support Analyst

Technical Support Analyst Competitive Bonus Benefits Manchester, UK Permanent full time Be the person our customers can count onespecially when it matters most. Were hiring an experienced Technical Support Analyst at IRIS Software Group to take the lead during our late shift, supporting schools across North America. This isnt just a role about closing tickets. Its about owning thembringing technical insight, independence, and a calm, solutions-first mindset to every interaction. Youll be working from 4pm to midnight, Monday to Friday, covering critical support hours when customers still need help, but the rest of the team may have clocked off. Thats why were looking for someone confident, capable, and self-drivensomeone who knows how to handle responsibility and thrives when trusted to deliver. If youre someone with second-line support experience, strong technical skills, and a natural sense of ownership, this role gives you the space to shine. Leadership experience? Even betterthis could open the door to further growth in our international support team. What Will YouBe Doing? Youll be the driving force behind our late-shift support, keeping things running smoothly and solving problems that others couldnt. Youll: Take ownership of technical support tickets, resolving or escalating with care and clarity Investigate issues using MS SQL, diagnostic tools, and your own curiosity Be the go-to person for our North American customers during evening hours Keep support records sharp, accurate, and helpful for others Flag trends or recurring problems and work with the wider team to fix them long term Share your knowledge with first-line analysts and contribute to internal docs and guides Support new colleagues where neededand bring fresh ideas to the table. Who Are WeLooking For? Solid experience in second-line technical support or a similar role Confidence using MS SQL (particularly in SQL Management Studio) Good understanding of web-based applications and IT infrastructure Ideally some experience with ASP.NET (C#)but not essential Strong troubleshooting instincts and the ability to work independently Calm, clear communication skills when speaking to customers or colleagues A proactive, methodical approach to solving problems and managing workload Any mentoring or leadership experience is a big plus (but not required) Why Apply? Own the shift Be the key technical contact for North American customers in real time Make a real impact Solve issues that matter to schools and educational communities Enjoy consistent evening hours Perfect if your lifestyle suits later working patterns Grow fast Build your skills and explore leadership potential in a globally reaching team Work with purpose Every resolved ticket helps schools run more smoothly across North America. What Can You Expect From Our Application Process? We know applying for a new role can feel dauntingso weve kept our process simple, supportive, and designed to help you shine. Heres what happens once you hit apply: Apply online Submit your CV and a few details about yourself. No long formsjust what we need to get started and understand your background. Initial Interview (plus Online Assessments) A friendly chat with our Talent team and two short assessments (CCAT EPP). The CCAT is a quick 15-minute timed testbest completed somewhere quiet with a pen and paper. The EPP is untimed, giving you space to work through it comfortably. Final interview Youll meet some of the team youd be working with and talk more about the day-to-day of the role. We want to get to know you, but just as importantly, we want you to get to know us. This stage gives you a real feel for the culture, the people, and what its like to be part of IRIS. If youre ready to take ownership, grow your skills, and support customers when it counts most wed love to hear from you. Apply now and become the person who keeps iSAMS schools across North America supported, confident, and up and running. ADZN1_UKTJ

Location: Manchester Science Park, GB

Posted Date: 5/24/2025