Senior Technical Support Analyst (Remote)

Are you ready to take your expertise to the next level? We’re looking for a dedicated and enthusiastic Senior Technical Support Analyst to join our dynamic 3rd Line Technical Support team. This role is perfect for someone with a passion for solving complex technical issues and a commitment to delivering outstanding customer service using our leading HR software solutions: IRIS Cascade Enterprise and Staffology HR Professional.

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  Tackle Complex Challenges: Take charge of resolving intricate technical issues that others in the team find challenging.
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  Collaborate for Solutions: Work closely with the Tech Lead, development team, and Product team to identify and fix issues.
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  Guide and Support: Provide technical guidance and tools to support lower levels of the service desk, helping them resolve cases more efficiently.
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  Handle Escalations: Manage escalated issues, liaise with other teams and managers, and remove blockers to help your colleagues succeed.
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  Customer Communication: Keep customers and managers informed about the progress of key issues and ensure timely resolutions.
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  Represent the Team: Act as the team’s representative in internal and external meetings when required.
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  Lead and Mentor: Step into key team leader roles during their absence and provide mentorship to junior team members.

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  Technical Expertise: Strong understanding and hands-on experience with C#, .NetCore, JavaScript, and SQL Database/TSQL.
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  Advanced Troubleshooting: Proven ability to troubleshoot and investigate technical issues, with experience in monitoring, logging, and training others.
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  API and Web Services: Familiarity with RestAPIs and Web services.
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  Service Desk Knowledge: Solid understanding of service desk processes and agile development practices.
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  Leadership and Mentoring: Experience in mentoring or leading teams and managing stakeholders in a fast-paced environment.

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  Impact: Play a key role in resolving technical issues, improving our software, and contributing to our product features.
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  Growth: Work in an environment that encourages continuous self-improvement and professional development.
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  Culture: Be part of a supportive team that values proactive communication and a positive work culture.

Apply now and bring your technical skills and customer focus to a role where you can truly make an impact. Don’t miss out on this fantastic opportunity to advance your career and contribute to our success!

: Due to high demand, we encourage you to apply as soon as possible.

INDLOW

As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.

IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.

Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.

Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.

It’s vital these mission-critical functions work first time, every time.

That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time – so they can focus on productivity and growth.

IRIS is a company built on hiring the best people; our people are our greatest assets.

They enable us to be the innovative, market-leading, and high-performing company that we are today.

We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.

These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.

IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.

This is why we work to create an environment where employees feel like they are part of a team.

Email: IRIS.HR@iris.co.uk

Phone: 0344 815 5500