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

Electus Recruitment Solutions

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