Technical Support Analyst

Tiger Eye; Norwich; On-site; GBP 26,000 - 34,000; Full time

Job summary

Tiger Eye is seeking a Technical Support Analyst to help customers get the most from their iManage systems. You will own queries from first contact to resolution, working with the Service Delivery Manager and the wider team.

You’ll troubleshoot via phone, email and our portal, provide clear updates, support system administration, and help drive new releases while sharing knowledge to prevent recurring issues.

Qualifications

• At least two years’ frontline technical support experience.
• Strong troubleshooting skills and a customer-first mindset.
• Clear communication and ability manage competing priorities.

Responsibilities

• Troubleshoot technical issues by phone, email and our support portal.
• Keep customers informed with clear, helpful updates.
• Support system administration, projects and new releases.
• Share knowledge and spot ways to prevent recurring problems.

Skills

Troubleshooting

Customer focus

Clear communication

Helpdesk software

Technical systems

Tools

Helpdesk systems

Job description

Love solving problems? Put your skills to work with the Tigers.

Great support starts with listening. At Tiger Eye, we combine technical expertise with a personal approach — helping businesses work smarter through document and email technology.

We’re looking for a Technical Support Analyst who enjoys getting to the root of a problem and making technology work for people.

The Role

You’ll support our customers’ iManage systems, taking ownership of queries from first contact to resolution. Working closely with our Service Delivery Manager and wider team, you’ll:

• Troubleshoot technical issues by phone, email and our support portal.
• Keep customers informed with clear, helpful updates.
• Support system administration, projects and new releases.
• Share knowledge and spot ways to prevent recurring problems.

What you’ll bring

• At least two years’ frontline technical support experience.
• Strong troubleshooting skills and a customer-first mindset.
• Clear communication and confidence managing competing priorities.
• Familiarity with helpdesk or ticketing systems.
• Technical experience spanning databases, web servers and technologies, Microsoft 365/Exchange, Windows environments, scripting and remote desktop solutions.

Sound like your kind of challenge?

Bring your curiosity, technical know-how and passion for helping people. We’d love to hear from you.