Technical Support Analyst (SQL)

MCS Group; Belfast City District; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working 2–3 days per week

Job summary

MCS Group is partnering with a fast-growing business providing a software platform that drives process improvements for global organisations. They seek a Technical Support Analyst with exposure to SQL to join a client support team.

You will handle client queries, triage incidents, and resolve issues while building strong client relationships in a modern tech environment. Hybrid working enables 2–3 days on site per week.

Qualifications

• Experience with service desk tools (Zendesk, Jira, Freshdesk).
• Strong Excel skills and an interest in data; SQL is a bonus.
• 1+ year in technical or software support.
• Clear communicator who can explain technical issues simply.

Responsibilities

• Acting as the first point of contact for client queries and incidents on the software platform.
• Logging, prioritising and resolving support tickets in line with SLAs.
• Troubleshooting issues and working closely with internal teams to find solutions.
• Communicating clearly with clients via email, phone and video.
• Supporting onboarding, training sessions and webinars.
• Contributing to knowledge base articles and continuous improvement.

Skills

Excel

Communication

Problem solving

Tools

Zendesk

Jira

Freshdesk

Job description

MCS Group is working exclusively with a fast-growing business that's helping global organisations their business processes and reporting through their innovative software platform. Their software is used by high profile organisations worldwide, and our client is properly scaling due to demand for their technology.

They're now looking for a Technical Support Analyst with exposure to SQL to join their client support team. This is a brilliant opportunity for someone who enjoys problem-solving, troubleshooting, working with data, and building strong client relationships in a modern tech environment.

What you'll be doing:

• Acting as the first point of contact for client queries and incidents on the software platform
• Logging, prioritising and resolving support tickets in line with SLAs
• Troubleshooting issues and working closely with internal teams to find solutions
• Communicating clearly with clients via email, phone and video
• Supporting onboarding, training sessions and webinars
• Contributing to knowledge base articles and continuous improvement

What they're looking for:

• Experience with service desk tools (e.g. Zendesk, Jira, Freshdesk)
• Strong Excel skills and an interest in data (SQL is a bonus)
• Previous experience in technical support or software support - ideally +1 year.
• Clear communicator who can explain technical issues simply
• Naturally organised, detail-focused and calm under pressure
• Curious mindset with a willingness to learn and develop

Why it's worth a conversation:

• Hybrid working (circa 2-3 days per week) with a great team culture
• Clear progression opportunities in a scaling tech business
• A supportive environment where your ideas and development genuinely matter

Salary

Up to £30,000 depending on experience.

All conversations will be treated in the strictest of confidence.