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# Technical Support Analyst

- **Company:** Pure Resourcing Solutions
- **Location:** Norwich, UK
- **Salary:** £31,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Software as a Service, System Configuration, Microsoft Office, Standard Sql, Software Deployment
- **Published:** October 23, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5937795753

## 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

* 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

Technologies:

 * Support
 * Microsoft 365
 * SQL
 * Office 365

More:

We are a growing SaaS business with a well-established customer base across the UK, and we are expanding our customer support function. This is a hybrid role based in Norwich with a 35-hour working week, 5-10% annual bonus, 20 days holiday plus Bank Holidays, free parking, ongoing training and career development opportunities, and a supportive, collaborative team environment. The role also includes occasional travel to our London office, customer sites and industry events, along with a 1 in 4 Saturday morning on-call rota with time back in lieu.