Technical Support Specialist

IRIS Software Group; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading software company is seeking a Technical Support Specialist to provide evening support for North American schools. This role requires strong technical skills, problem-solving abilities, and a proactive approach to customer service. You'll manage support tickets and contribute to team knowledge, ensuring smooth operations during critical hours.

Qualifications

• Experience in second-line technical support.
• Confidence using MS SQL, especially SQL Management Studio.
• Strong troubleshooting instincts.

Responsibilities

• Take ownership of technical support tickets.
• Investigate issues using MS SQL and diagnostic tools.
• Support North American customers during evening hours.

Skills

Ownership

Troubleshooting

Communication

Technical Support

Tools

MS SQL

ASP.NET

Job description

Join to apply for the Technical Support Specialist role at IRIS Software Group

Join to apply for the Technical Support Specialist role at IRIS Software Group

Direct message the job poster from IRIS Software Group

Just a regular guy that hires top talent for one of UK’s largest privately held software companies.

Be the person our customers can count on—especially when it matters most.

We’re hiring an experienced Technical Support Analyst to take the lead during our late shift, supporting schools across North America. This isn’t just a role about closing tickets. It’s about owning them—bringing technical insight, independence, and a calm, solutions-first mindset to every interaction.

You’ll be working from 4pm to midnight, Monday to Friday, covering critical support hours when customers still need help, but the rest of the team may have clocked off. That’s why we’re looking for someone confident, capable, and self-driven—someone who knows how to handle responsibility and thrives when trusted to deliver.

If you’re someone with second-line support experience, strong technical skills, and a natural sense of ownership, this role gives you the space to shine. Leadership experience? Even better—this could open the door to further growth in our international support team.

What Will You Be Doing?

You’ll be the driving force behind our late-shift support, keeping things running smoothly and solving problems that others couldn’t. You’ll:

• Take ownership of technical support tickets, resolving or escalating with care and clarity
• Investigate issues using MS SQL, diagnostic tools, and your own curiosity
• Be the go-to person for our North American customers during evening hours
• Keep support records sharp, accurate, and helpful for others
• Flag trends or recurring problems and work with the wider team to fix them long term
• Share your knowledge with first-line analysts and contribute to internal docs and guides
• Support new colleagues where needed—and bring fresh ideas to the table.
• Solid experience in second-line technical support or a similar role
• Confidence using MS SQL (particularly in SQL Management Studio)
• Good understanding of web-based applications and IT infrastructure
• Ideally some experience with ASP.NET (C#)—but not essential
• Strong troubleshooting instincts and the ability to work independently
• Calm, clear communication skills when speaking to customers or colleagues
• A proactive, methodical approach to solving problems and managing workload
• Any mentoring or leadership experience is a big plus (but not required)

Own the shift – Be the key technical contact for North American customers in real time

Make a real impact – Solve issues that matter to schools and educational communities

Enjoy consistent evening hours – Perfect if your lifestyle suits later working patterns

Grow fast – Build your skills and explore leadership potential in a globally reaching team

Work with purpose – Every resolved ticket helps schools run more smoothly across North America.

What Can You Expect From Our Application Process?

We know applying for a new role can feel daunting—so we’ve kept our process simple, supportive, and designed to help you shine. Here’s what happens once you hit “apply”:

Submit your CV and a few details about yourself. No long forms—just what we need to get started and understand your background.

A friendly chat with our Talent team and two short assessments (CCAT + EPP).

• The CCAT is a quick 15-minute timed test—best completed somewhere quiet with a pen and paper.
• The EPP is untimed, giving you space to work through it comfortably.

You’ll meet some of the team you’d be working with and talk more about the day-to-day of the role. We want to get to know you, but just as importantly, we want you to get to know us. This stage gives you a real feel for the culture, the people, and what it’s like to be part of IRIS.

If you’re ready to take ownership, grow your skills, and support customers when it counts most — we’d love to hear from you.

Apply now and become the person who keeps iSAMS schools across North America supported, confident, and up and running.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology, Customer Service, and Project Management

• Industries

  Software Development

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