Application Support Analyst - Sheffield

Source Technology Limited; South Yorkshire; On-site; GBP 45,000 - 65,000; Full time

Job summary

Source Technology Limited is seeking an IT Support Analyst to join a fast-growing SaaS client’s technical support team. You will deliver high-quality helpdesk support across cloud-based platforms, working closely with customers and internal teams to diagnose and resolve complex issues.

The role emphasizes problem-solving, effective communication, and a solid foundation in Windows, macOS, networking, SQL Server, and cloud services.

Qualifications

• 5+ years in technical support, preferably in SaaS or enterprise IT.
• Experience with Zendesk or similar support platforms.
• Strong Windows/macOS, networking, and cloud services knowledge.
• Proficiency with SQL Server (2017–2022) and Windows Server roles.
• Familiarity with XML/JSON formatting, Java apps, and Apache Tomcat.
• Excellent communication and customer service skills.
• Bachelor’s degree in IT or Computer Science (or equivalent).

Responsibilities

• Provide expert support via Zendesk or similar systems.
• Troubleshoot Windows, macOS, and networking environments.
• Support cloud apps, Java-based systems, and SaaS platforms.
• Manage SQL Server tasks including queries and backups.
• Configure Windows Server, RDP, IIS, and MS Azure.
• Explain technical issues clearly to non-technical users.
• Apply ITIL-aligned processes to resolve/escalate issues.
• Maintain documentation and contribute to the knowledge base.

Skills

Excellent communication and customer

Problem-solving

Cross-functional collaboration

Education

Bachelor’s degree in IT / Computer Science

Tools

Zendesk

Windows/macOS

Networking

Azure

SQL Server

Windows Server

IIS

Tomcat

XML/JSON formatting

Java applications

Job description

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 escalated 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.

We believe in equal opportunity for all and actively encourage applications from diverse backgrounds, experiences, and perspectives.