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
