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# Technical Support Analyst

- **Company:** Pure Resourcing Solutions
- **Location:** Norwich, UK
- **Salary:** £10,400.0 - £20,800.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Business Software, Software as a Service, System Configuration, Software Deployment, Software Systems
- **Published:** September 4, 2026
- **Apply:** https://www.reed.co.uk/jobs/technical-support-analyst/57309675

## About the Role

* Experience in a Technical Support, Application Support, Service Desk or similar role
 * Strong troubleshooting and problem-solving skills
 * Excellent written and verbal communication skills
 * The ability to explain technical concepts clearly to non-technical users
 * Strong customer service and relationship-building skills
 * Experience working within a Microsoft 365 environment
 * Basic SQL knowledge would be advantageous
 * A proactive, organised and customer-focused approach
 * Comfortable working independently whilst contributing to a collaborative team

## Description

I'm delighted to be exclusively partnering with a growing SaaS business as they continue to expand their customer support function. This is an excellent opportunity for a personable and technically minded support professional who enjoys solving problems, delivering exceptional customer service and helping customers get the very best from software solutions.

Working within a collaborative team, you'll support customers throughout their journey, from onboarding and training through to ongoing technical support, troubleshooting and product adoption. This role offers a 35-hour working week, hybrid working, and the opportunity to join a well-established software business with an impressive customer base across the UK., * Provide 1st and 2nd line support for a SaaS software platform

 * Manage and resolve customer support tickets through to completion
 * Investigate, troubleshoot and diagnose technical issues
 * Deliver software onboarding, demonstrations and customer training
 * Support software installations and system configuration
 * Create and maintain customer-facing documentation and knowledge articles
 * Build trusted relationships with customers and provide an outstanding support experience
 * Identify opportunities to improve products, processes and customer outcomes
 * Work closely with colleagues across support and development teams


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