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For Companies At a Glance
- Tasks: Provide top-notch technical support for cloud-based platforms and troubleshoot various systems.
- Company: Join a fast-growing SaaS company that values innovation and collaboration.
- Benefits: Enjoy flexible working options, competitive salary, and opportunities for professional growth.
- Why this job: Perfect for problem-solvers who want to make an impact in a modern tech environment.
- Qualifications: 5+ years in technical support with strong skills in Zendesk, Windows/macOS, and cloud services.
- Other info: Ideal for those passionate about IT and eager to work in a dynamic team.
The predicted salary is between 36000 - 60000 £ per year.
IT Support Analyst We’re hiring on behalf of a fast-growing SaaS client seeking a Senior Technical Support Specialist to deliver high-quality technical support across their cloud-based platforms. This is a key customer-facing role ideal for someone who thrives on problem-solving and cross-functional collaboration in a modern tech environment.
Key Responsibilities
- Provide expert support via Zendesk or similar systems.
- Troubleshoot issues across Windows, macOS, and networking environments (TCP/IP, DNS, VPNs).
- Support cloud applications, Java-based systems, and SaaS platforms.
- Manage SQL Server tasks (2017–2022), including queries and backup/restore.
- Configure and support Windows Server, RDP, IIS, and MS Azure.
- Explain technical issues to non-technical users clearly and effectively.
- Use ITIL-aligned processes to resolve and escalate issues as needed.
- Maintain documentation and contribute to support knowledge base.
Requirements
- 5+ years in technical support, ideally in SaaS or enterprise IT.
- Strong experience with Zendesk (or similar), Windows/macOS, networking, and cloud services.
- Proficiency in SQL Server, Windows Server roles, and infrastructure monitoring tools.
- Knowledge of XML/JSON formatting, Java application support, and Apache Tomcat.
- Excellent communication and customer service skills.
- Bachelor’s degree in IT, Computer Science, or equivalent experience.
- Certifications like CompTIA A+/Network+ are a plus.
IT Support Engineer - Oxford - SGI employer: SGI
Contact Detail:
SGI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Engineer - Oxford - SGI
✨Tip Number 1
Familiarise yourself with Zendesk or similar support systems, as this role requires expert support through these platforms. Consider taking online courses or tutorials to enhance your skills and demonstrate your commitment to mastering the tools used in the job.
✨Tip Number 2
Brush up on your troubleshooting skills across different operating systems like Windows and macOS. Practising common issues and their resolutions can help you feel more confident during interviews and show that you're proactive about problem-solving.
✨Tip Number 3
Since the role involves explaining technical issues to non-technical users, work on your communication skills. Try to simplify complex concepts when discussing tech topics with friends or family, which will prepare you for the customer-facing aspect of the job.
✨Tip Number 4
Gain hands-on experience with SQL Server and cloud services like MS Azure. You could set up a personal project or contribute to open-source projects to showcase your practical knowledge, making you a more attractive candidate for the position.
We think you need these skills to ace IT Support Engineer - Oxford - SGI
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, especially with SaaS platforms and tools like Zendesk. Emphasise your problem-solving skills and any specific technologies mentioned in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your ability to communicate technical issues clearly. Mention specific examples of how you've successfully resolved technical challenges in previous roles.
Highlight Relevant Skills: In your application, explicitly mention your experience with Windows, macOS, SQL Server, and cloud services. Use keywords from the job description to ensure your application stands out to hiring managers.
Showcase Customer Service Experience: Since this role is customer-facing, include examples of your excellent communication and customer service skills. Describe situations where you effectively assisted non-technical users with their issues.
How to prepare for a job interview at SGI
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Zendesk, SQL Server, and cloud services in detail. Highlight specific examples of how you've resolved technical issues in the past, especially in a SaaS environment.
✨Demonstrate Problem-Solving Abilities
Since this role involves troubleshooting across various platforms, be ready to walk through your problem-solving process. Use real-life scenarios to illustrate how you approach and resolve complex technical challenges.
✨Communicate Clearly
As you'll need to explain technical issues to non-technical users, practice simplifying complex concepts. During the interview, focus on clear and concise communication to demonstrate your ability to bridge the gap between technical and non-technical audiences.
✨Familiarise Yourself with ITIL Processes
Understanding ITIL-aligned processes is crucial for this role. Brush up on these methodologies and be ready to discuss how you've applied them in previous positions to manage and escalate issues effectively.
