Technical analyst

Our client are looking for a confident and capable Technical Analyst to lead the Support and Implementation functions for a well-established and award-winning software provider in the social housing sector. This is a great opportunity to take ownership of the technical support and delivery of a mature and widely-used middleware product suite that integrates with major Housing Management Systems across the UK and Ireland.
As the Technical Analyst, you’ll be the technical linchpin of the organisation – overseeing all support activity, managing customer upgrades, leading implementations, and liaising directly with clients, developers, and IT partners.

Key Responsibilities:

• Manage and monitor technical support tickets to ensure SLA compliance
• Handle second-line customer enquiries, escalate to developers as needed
• Report bi-weekly on ticket status and ongoing support issues
• Identify areas for improving support efficiency and reducing ticket volumes
• Plan and deliver upgrades, server/database migrations, and new installations
• Collaborate with client-side IT teams, internal developers, and HMS vendors
• Maintain and update installation/configuration documentation in GitHub and Google Sheets
• Assist sales and pre-sales teams by explaining the technical set-up to prospects
• Product Testing & Improvement
• Be actively involved in user testing for new software releases
• Provide technical feedback to development and contribute to product improvement
• Keep project and support tickets up to date in internal systems
• Provide bi-weekly updates on project status and KPIs

 
About you:

• Ideally you will have prior experience working within an IT Technical support role
• Have a Solid grasp of network infrastructure, IIS, remote access, and SQL databases
• Experience or knowledge of web-based enterprise applications and integrations
• Be personable, proactive, and a clear communicator
• Highly organised, detail-oriented, and self-motivated
• Team player – comfortable collaborating with both technical and non-technical colleagues

 
 
 
Apply through the link ASAP! This role will not be available long.         
        
Role: Technical Analyst
Location : Poole, Dorset
Salary: Up to 45K + Benefits including Bonus, Significant pension & much More

Keywords: Technical Support, IT, Networks, Support
        
Electus Recruitment Solutions provides specialist engineering and technical recruitment solutions to a number of high technology industries. We thank you for your interest in this vacancy. If you don't hear from us within 7 working days please presume your application has been unsuccessful on this occasion. You are of course free to resubmit your CV/details in the future and we shall assess your suitability at that time.       
        
    
This is a permanent position