Technical Support Analyst

Newry has a growing base of digital services and business technology organisations and at Netysoft Software and Business Systems we help customers and internal teams keep essential software and systems working reliably., We are looking for a Technical Support Analyst who can investigate technical issues support users and help resolve software system and access related problems efficiently.

You will work closely with customers internal support teams and systems colleagues to manage support requests provide clear updates and help maintain dependable day to day technology services.

Why Work With Us

The Environment: You will work from our Newry location in a collaborative support environment where problem solving communication and reliable service are highly valued.

Technical Exposure: You will support business applications user accounts software platforms and common workplace technology across a range of support scenarios.

User Impact: Your work will directly help customers and colleagues stay productive by resolving issues quickly and explaining solutions clearly.

Growth: We support continued development in application support systems administration business software and technical service operations.

Key Responsibilities

Technical Support: Provide first and second line support for software applications user access system configuration and general technical issues.

Incident Resolution: Investigate reported problems identify likely causes and apply appropriate troubleshooting steps to restore normal service.

User Support: Assist customers and internal users with technical queries and explain solutions in clear straightforward language.

Application Support: Help resolve login configuration workflow performance and data related issues within supported business systems.

Ticket Management: Record prioritise update and close support requests accurately within the service management system.

Access Support: Assist with password resets user account setup permissions and routine access requests.

Issue Escalation: Identify problems requiring additional technical investigation and provide clear information when escalating cases to specialist teams.

Technical Documentation: Maintain support notes troubleshooting guides setup instructions and knowledge base information.

Experience: At least 2 years of experience in technical support application support IT support service desk or a closely related role.

Technical Knowledge: Good understanding of business software Windows environments user accounts networking fundamentals and common workplace applications.

Problem Solving: Able to investigate technical issues methodically identify likely causes and apply practical solutions.

Customer Service: Professional patient and comfortable supporting users with different levels of technical knowledge.

Communication: Clear written and verbal communication skills with the ability to explain technical information without unnecessary jargon.

Organisation: Able to manage multiple support requests prioritise urgent issues and maintain accurate records throughout the working day.

Tools: Experience with ticketing systems remote support tools CRM platforms or application support systems is preferred.

Mindset: You are dependable analytical and solution focused. You take ownership of support requests communicate clearly with users and stay organised while helping maintain reliable software and business systems.

Pulled from the full job description

• Sick pay
• Free parking
• Company pension
• Private medical insurance
• On-site parking