IT Support Analyst

1 week ago

Manchester, United Kingdom Senitor Associates Full time

Software Support Role at Senitor Associates

This position is part of the Software team at Senitor Associates, focusing on providing technical support for our unique software solutions. You will be responsible for basic troubleshooting and resolving technical issues related to our bespoke software applications. This role involves primarily liaising with the customer support team to assist in resolving technical issues, managing database alterations, and reviewing service logs from our in-house applications on both the server and client sides.


Key Responsibilities:

  • Reporting to the Head of Software at Senitor Associates
  • Provide timely and effective assistance to the customer support team to resolve technical problems and queries
  • Review application logs and service logs to identify and resolve reported issues
  • Document common fixes and workflows to create a comprehensive knowledge base
  • Serve as a liaison between the customer support team and internal development for all escalated product-related issues, bug resolution, and overall product education
  • Coordinate with developers and Customer Support to support improvements
  • Mitigate risks and escalate issues to management

Requirements:

  • Azure DevOps / Jira – Issue logging
  • Previous experience as a customer support or technical support representative
  • 1st line support and remote troubleshooting experience ideal
  • Working knowledge of Microsoft SQL
  • Experience of Linux OS / command line
  • Networking fundamentals
  • Basic computer hardware knowledge (Working understanding of computer components, RAM, SSD, etc.)

Qualifications:

  • A bachelor's degree in any technical/engineering subject desirable but not essential

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