Technical Support Analyst

Source Group International; Sheffield; Hybrid; GBP 35,000 - 40,000; Full time

Job summary

Source Group International is seeking a Technical Support Analyst in Sheffield. The role focuses on SQL troubleshooting, software support, and direct customer interaction within a public sector software environment.

You will manage support tickets, assist with Windows/AD issues, and provide clear technical resolutions. The position offers hybrid work with 2 days per week onsite and a clear two-stage interview process.

Qualifications

• SQL hands-on experience to investigate and resolve software or application issues.
• Experience supporting business-critical software systems.
• Experience using Zendesk, Jira or similar ticketing systems.
• Knowledge of Active Directory and Windows troubleshooting.
• Customer-facing communication with external customers and stakeholders.

Responsibilities

• Provide technical and application support to police forces and public sector customers, ensuring business-critical systems operate effectively.
• Investigate, troubleshoot and resolve SQL-related issues, software incidents and application errors.
• Manage, prioritise and resolve support tickets using Zendesk, Jira or similar ticketing systems.
• Support and troubleshoot Windows environments, Active Directory and wider IT infrastructure.
• Act as a direct point of contact for customers, communicating technical issues and providing clear resolutions.
• Perform root cause analysis on recurring incidents, identifying opportunities to improve system reliability.
• Escalate complex technical issues to relevant internal teams while maintaining ownership through to resolution.
• Maintain accurate technical documentation, incident records and knowledge base articles.

Skills

SQL

Software Support

Ticketing Systems

Active Directory

Windows

Customer-Facing

Analytical Skills

Tools

Zendesk

Jira

ServiceNow

Job description

Technical Support Analyst – SQL / Software Support

Location: Sheffield, (Hybrid – 2 days per week onsite)

Salary: £35,000 – £40,000 per annum

Employment Type: Permanent, Full-Time

Interview Process: 2 stages – both virtual

About the Opportunity We are currently recruiting for a Technical Support Analyst to join one of our clients, a growing software organisation delivering specialist technology solutions to police forces, local authorities and public sector organisations.

Our client develops software that supports law enforcement operations, traffic and parking enforcement, case management and public safety.

This is an excellent opportunity for a technically strong Support Analyst to work with business-critical software, providing direct technical support to police forces and other public sector customers.

The role offers a combination of SQL troubleshooting, application support, ticket management and direct customer interaction, with opportunities to develop technical expertise in a specialist software environment.

Key Responsibilities

• Provide technical and application support to police forces and public sector customers, ensuring business-critical systems operate effectively.
• Investigate, troubleshoot and resolve SQL-related issues, software incidents and application errors.
• Manage, prioritise and resolve support tickets using Zendesk, Jira or similar ticketing systems.
• Support and troubleshoot Windows environments, Active Directory and wider IT infrastructure.
• Act as a direct point of contact for customers, communicating technical issues and providing clear resolutions.
• Perform root cause analysis on recurring incidents, identifying opportunities to improve system reliability.
• Escalate complex technical issues to relevant internal teams while maintaining ownership through to resolution.
• Maintain accurate technical documentation, incident records and knowledge base articles.

Essential Requirements

• SQL – hands‑on experience using SQL to investigate, troubleshoot and resolve software or application issues.
• Software/Application Support – proven experience supporting business‑critical software systems.
• Ticketing Systems – experience using Zendesk, Jira, ServiceNow or similar platforms.
• Active Directory – practical knowledge of user administration and troubleshooting.
• Windows – strong understanding of Windows operating systems and associated technical support.
• Customer-Facing Experience – confident communicating directly with external customers and technical/non‑technical stakeholders.
• Strong analytical, troubleshooting and problem‑solving abilities.

Desirable Experience

• Previous experience supporting police forces, local authorities or other public sector organisations.
• Understanding of ITIL processes and incident management best practices.
• Knowledge of networking fundamentals, including TCP/IP, DNS and VPNs.
• Experience supporting cloud‑based applications or SaaS platforms.
• Familiarity with PowerShell, Python or other scripting technologies.
• Experience working in regulated or security‑sensitive environments.

Why Apply?

• Competitive salary of £35,000 – £40,000.
• Hybrid working with just 2 days per week in Sheffield.
• Opportunity to support technology used directly by UK police forces and public sector organisations.
• Work with SQL, enterprise software and modern IT support technologies.
• Join a growing software business delivering solutions with a genuine impact on public safety.
• Straightforward 2-stage interview process, both conducted virtually.

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