Software Support Analyst

R13 Recruitment; Norwich; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid working

WFH 3 days

Office 2 days

Training & development

Career progression

Holiday + BH + birthday off

Pension scheme

Car parking

Job summary

R13 Recruitment is seeking an IT Software Support professional to join a growing tech business delivering expert help to clients across the UK. This is a brand-new opportunity within an established support team, focusing on a bespoke software platform and Microsoft/Azure environments.

You will handle inquiries via phone, email and chat, log and prioritise tickets, investigate issues with developers, and contribute to service improvements. Hybrid working with office days and training provided.

Qualifications

• At least two years' experience in a technical support role (software-based).
• Experience supporting software, applications or business systems.
• Knowledge of Microsoft technologies and Azure.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication skills, both written and verbal.
• Ability to explain technical concepts to non-technical users.
• Confidence managing multiple queries and prioritising workloads.
• Customer-focused approach and willingness to help others.
• Familiarity with ticketing systems such as Halo would be beneficial.

Responsibilities

• Providing technical support to customers across a specialist software platform.
• Managing incoming queries through phone, email and chat functions.
• Logging, prioritising and resolving support tickets.
• Investigating software issues and identifying appropriate solutions.
• Supporting Microsoft-based systems and Azure environments.
• Explaining information clearly to customers with varying levels of technical knowledge.
• Liaising with internal developers to investigate and resolve more complex issues.
• Carrying out system administration and configuration tasks where required.
• Maintaining accurate records and keeping customers updated.
• Identifying recurring issues and contributing to service improvements.
• Supporting software updates, releases and testing activities.

Skills

2+ years in technical support

Microsoft Azure

Troubleshooting

Communication skills

Customer-focused

Halo ticketing familiarity

Tools

Halo ticketing system

Job description

R13 Recruitment are on the search for an IT Software support professional to join a growing tech business during a period of exciting growth. This is a brand-new opportunity to join an established support team due to ongoing growth, providing technical assistance to customers for a bespoke software, supporting clients across the UK.

The Company

An established technology business specialising in software solutions, development and technical support. Working with a range of professional services clients, the business combines technical expertise with a strong focus on customer service and long-term relationships.

Your Benefits

• Hybrid working, with three days working from home.
• Two days per week in the office following initial onboarding.
• Initial training and ongoing technical development.
• Opportunity to work closely with an in-house development team.
• Further progression opportunities as your experience develops.
• 25 days holiday + bank holidays + birthday off
• Pension scheme
• Car parking

The Day to Day

• Providing technical support to customers across a specialist software platform.
• Managing incoming queries through phone, email and chat functions.
• Logging, prioritising and resolving support tickets.
• Investigating software issues and identifying appropriate solutions.
• Supporting Microsoft-based systems and Azure environments.
• Explaining information clearly to customers with varying levels of technical knowledge.
• Liaising with internal developers to investigate and resolve more complex issues.
• Carrying out system administration and configuration tasks where required.
• Maintaining accurate records and keeping customers updated.
• Identifying recurring issues and contributing to service improvements.
• Supporting software updates, releases and testing activities.

You Will Have

• At least two years' experience in a technical support role (software-based).
• Experience supporting software, applications or business systems.
• Knowledge of Microsoft technologies and Azure.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication skills, both written and verbal.
• The ability to explain technical concepts to non-technical users.
• Confidence managing multiple queries and prioritising workloads.
• A customer-focused approach and a genuine interest in helping others.
• Familiarity with ticketing systems such as Halo would be beneficial.