Senior Technical Support Analyst (HCM)
This is a , Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Are you a technical problem-solver with a passion for data and coding? We’re on the lookout for a dedicated and enthusiastic Senior Technical Support Analyst to join our 3rd Line Technical Support team. This role is perfect for someone with strong MS SQL experience and a commitment to delivering exceptional customer service using our leading HR software solutions: IRIS Cascade Enterprise and Staffology HR Professional.
What will you be doing?
- Tackle Complex Challenges: Lead the resolution of intricate technical issues, particularly involving MS SQL, including data fixes, updates, deletions, and joins.
- Collaborate for Solutions: Work closely with the Tech Lead, development team, and Product team to identify and address issues efficiently.
- Guide and Support: Provide technical guidance and tools to support lower levels of the service desk, helping them resolve cases involving MS SQL more effectively.
- Handle Escalations: Manage escalated issues, liaise with other teams and managers, and remove blockers to ensure smooth resolutions.
- Customer Communication: Keep customers and managers informed about the progress of key issues and ensure timely resolutions.
- Represent the Team: Act as the team’s representative in internal and external meetings when required.
- Lead and Mentor: Step into key team leader roles during their absence and provide mentorship to junior team members.
What are we looking for?
- Technical Expertise: Strong hands-on experience with MS SQL, including writing code for data fixes, updates, deletions, and joins. Proficiency in C#, .NetCore, JavaScript is also required.
- Advanced Troubleshooting: Proven ability to troubleshoot and investigate technical issues, with experience in monitoring, logging, and training others.
- API and Web Services: Familiarity with RestAPIs and Web services.
- Service Desk Knowledge: Solid understanding of service desk processes and agile development practices.
- Leadership and Mentoring: Experience in mentoring or leading teams and managing stakeholders in a fast-paced environment.
Why Join Us?
- Impact: Play a crucial role in resolving technical issues, enhancing our software, and contributing to our product features.
- Growth: Work in an environment that fosters continuous self-improvement and professional development.
- Culture: Be part of a supportive team that values proactive communication and a positive work culture.
Apply Now! Bring your technical skills and passion for customer service to a role where you can make a significant impact. Don’t miss this fantastic opportunity to advance your career and contribute to our success!
Please Note: Due to high demand, we encourage you to apply as soon as possible.
About IRIS
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.
Why work for IRIS?
The Benefits
Developing your career
We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by:
Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training.
Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values.
Offering regular training and development programmes tailored to each employee’s development needs and providing a commitment to a ‘learning culture’ which shares knowledge, best practice and our long-standing expertise between employees.
We’re committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys.
Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other.
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