Technical Support Analyst

We're growing fast and we're looking for a Technical Support Analyst to strengthen our 3rd-line capability across Business Intelligence and core Windows/SQL infrastructure. This role will identify workarounds, resolutions and investigation for problem root causes as well as serving as an escalation point for application support teams for any concerns on the platform more generally.

The role involves working closely with resolver teams, problem management, service, change and development teams - applying Windows expertise to resolve incidents, progress problem records, guide infrastructure needs, and build capability through a shift-left approach.

What you'll do

• Investigate and resolve complex BI and platform incidents, collaborating with service desk and problem management teams.
• Own the customer relationship for high impact issues translating the technical steps being undertaken into frequent and clear customer updates.
• Identify workarounds, drive root-cause analysis, and contribute to data fixes.
• Support our application stack (Windows Server, IIS, .NET, web services, MQ, networks and storage), advising on infrastructure requirements.
• Write and maintain clear knowledge-based content; cross-train colleagues to enable a shift-left model.
• Use JIRA/ITSM to manage tickets and change; participate in an out-of-hours on-call rota.

• Strong Microsoft SQL Server skills (admin, performance, complex queries/troubleshooting).
• Solid understanding of Windows Server/IIS and web technologies (XML/.NET, web services, MQ).
• Familiarity with ITIL processes (Incident/Problem/Change).
• Strong senior stakeholder management skills are essential, as you will work directly with senior, non-technical customers.
• Strong communication skills and ability to explain complex technical issues in a clear and understandable way.
• Helpful extras: MCSE (or equivalent), HL7 and NHS informatics exposure, JIRA ITSM experience.

• Permanent
• Published: 11 hours ago
• From £30,000 to £35,000 per annum plus flexible benefits package

At System C, we create software that helps drive 21st century health and social care in the UK. Using leading-edge technology and data, our systems are trusted by hundreds of health and social care organisations, our work impacts millions of lives every day. What we do matters.