IT Support Engineer - Oxford
SGI
Date: 1 day ago
City: Oxford
Contract type: Full time
Job Description
IT Support Analyst We’re hiring on behalf of a fast-growing SaaS client seeking a Senior Technical Support Specialist to deliver high-quality technical support across their cloud-based platforms. This is a key customer-facing role ideal for someone who thrives on problem-solving and cross-functional collaboration in a modern tech environment.
Key Responsibilities
IT Support Analyst We’re hiring on behalf of a fast-growing SaaS client seeking a Senior Technical Support Specialist to deliver high-quality technical support across their cloud-based platforms. This is a key customer-facing role ideal for someone who thrives on problem-solving and cross-functional collaboration in a modern tech environment.
Key Responsibilities
- Provide expert support via Zendesk or similar systems.
- Troubleshoot issues across Windows, macOS, and networking environments (TCP/IP, DNS, VPNs).
- Support cloud applications, Java-based systems, and SaaS platforms.
- Manage SQL Server tasks (2017–2022), including queries and backup/restore.
- Configure and support Windows Server, RDP, IIS, and MS Azure.
- Explain technical issues to non-technical users clearly and effectively.
- Use ITIL-aligned processes to resolve and escalate issues as needed.
- Maintain documentation and contribute to support knowledge base.
- 5+ years in technical support, ideally in SaaS or enterprise IT.
- Strong experience with Zendesk (or similar), Windows/macOS, networking, and cloud services.
- Proficiency in SQL Server, Windows Server roles, and infrastructure monitoring tools.
- Knowledge of XML/JSON formatting, Java application support, and Apache Tomcat.
- Excellent communication and customer service skills.
- Bachelor’s degree in IT, Computer Science, or equivalent experience.
- Certifications like CompTIA A+/Network+ are a plus.
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