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# Software Support Analyst

- **Company:** R13 Recruitment
- **Location:** Norwich, United Kingdom (Remote available)
- **Experience:** Experienced
- **Salary:** £30,000
- **Contract:** Permanent contract
- **Skills:** Computing Platforms, Microsoft Azure, Business Systems, Issue Tracking Systems, Microsoft Software, Software Engineering, Software Systems, Data Logging
- **Published:** November 12, 2026
- **Apply:** https://www.reed.co.uk/jobs/software-support-analyst/57559577

## About the Role

* At least two years' experience in a technical support role (software-based).
 * Experience supporting software, applications or business systems.
 * Knowledge of Microsoft technologies and Azure.
 * Strong troubleshooting and problem-solving abilities.
 * Excellent communication skills, both written and verbal.
 * The ability to explain technical concepts to non-technical users.
 * Confidence managing multiple queries and prioritising workloads.
 * A customer-focused approach and a genuine interest in helping others.
 * Familiarity with ticketing systems such as Halo would be beneficial., * IT Support
 * IT Support (Multi-Level)
 * Software Support
 * Technical Support (IT)

## Description

R13 Recruitment are on the search for an IT Software support professional to join a growing tech business during a period of exciting growth. This is a brand-new opportunity to join an established support team due to ongoing growth, providing technical assistance to customers for a bespoke software, supporting clients across the UK.

You'll be responsible for handling incoming support requests, investigating issues and guiding customers through solutions across phone, email and chat channels. It's a great opportunity for someone with previous technical support experience who enjoys problem-solving, communicating with customers and developing their technical knowledge within a specialist software environment.

The Company

An established technology business specialising in software solutions, development and technical support. Working with a range of professional services clients, the business combines technical expertise with a strong focus on customer service and long-term relationships.

Your Benefits

 * Hybrid working, with three days working from home.
 * Two days per week in the office following initial onboarding.
 * Initial training and ongoing technical development.
 * Opportunity to work closely with an in-house development team.
 * Further progression opportunities as your experience develops.
 * 25 days holiday + bank holidays + birthday off
 * Pension scheme
 * Car parking

The Day to Day

 * Providing technical support to customers across a specialist software platform.
 * Managing incoming queries through phone, email and chat functions.
 * Logging, prioritising and resolving support tickets.
 * Investigating software issues and identifying appropriate solutions.
 * Supporting Microsoft-based systems and Azure environments.
 * Explaining information clearly to customers with varying levels of technical knowledge.
 * Liaising with internal developers to investigate and resolve more complex issues.
 * Carrying out system administration and configuration tasks where required.
 * Maintaining accurate records and keeping customers updated.
 * Identifying recurring issues and contributing to service improvements.
 * Supporting software updates, releases and testing activities.