Software Support Analyst

Description

Upstream Works Software is seeking a Software Support Analyst with 1 to 2 years of experience in technical or software support, including internship or work placement experience. The ideal candidate will possess strong technical troubleshooting skills and a solid understanding of software support environments. Required certifications include AWS Certified Cloud Practitioner, with AWS SysOps Administrator or AWS Solutions Architect Associate considered an asset. Candidates should demonstrate proficiency in managing Windows Server environments, Linux commands, SQL database diagnostics, as well as networking fundamentals such as TCP/IP, DNS, DHCP, subnets, and VPNs. Familiarity with core AWS console services, basic scripting skills, and a solid grasp of VMware, IIS, and Windows operating systems (Windows 10 and 11) are also essential. This role requires excellent analytical thinking, customer service skills, and fluent English communication capabilities. As a Software Support Analyst at Upstream Works Software, the candidate will primarily provide comprehensive technical support to clients, efficiently resolve software-related issues, and handle ticket management to ensure a timely resolution. The analyst will be responsible for operating within UK business hours with some evening and weekend availability. This position does not involve managing a team but expects the analyst to work proactively, prioritize tasks effectively, and maintain data privacy compliance. The role demands an undergraduate degree in STEM fields or equivalent experience and supports the continuous learning and adaptation in a dynamic technical support environment.

Responsibilities

• Provide first and second-level technical support for software products and related systems to clients.
• Diagnose and troubleshoot software, network, and system issues using established procedures and scripts.
• Manage support tickets efficiently using ticketing systems, ensuring timely updates and resolutions.
• Conduct SQL database diagnostics to identify and resolve database-related problems.
• Monitor and maintain Windows Server environments, including versions 2019, 2022, and planned 2025 releases.
• Utilize PowerShell and other scripting languages such as Bash or Python for automation and troubleshooting tasks.
• Collaborate with clients to gather detailed problem descriptions and provide clear, understandable technical guidance.
• Perform basic Linux command line operations to support troubleshooting in Linux environments.
• Administer and troubleshoot Active Directory-related issues in client environments.
• Demonstrate working knowledge of VMware and IIS to support virtualized environments and web servers.
• Understand and apply networking fundamentals such as TCP/IP, DNS, DHCP, VPN, and related protocols to resolve connectivity problems.
• Engage with the AWS console to manage core services including EC2, S3, IAM, VPC, CloudWatch, and RDS, ensuring smooth cloud operations.
• Adhere to privacy and security regulations by handling customer data securely and complying with data governance policies.
• Participate in continuous learning to maintain up-to-date certifications and expand knowledge in evolving technologies.
• Communicate assertively and clearly with customers using excellent written and verbal English skills to ensure customer satisfaction.
• Prioritize multiple tasks effectively and manage time proactively during busy periods, especially during required UK business hours and occasional off-hours support.
• Contribute to documentation and knowledge base creation to facilitate faster issue resolution within the support team.

Experience

2 Years

Apply By

Nov 16, 2026

Required Skills

• AWS Cloud Services
• VPN
• DHCP
• DNS
• Windows 10 and 11
• Active Directory
• Technical Troubleshooting
• Linux
• TCP/IP Protocol Suite
• Networking Fundamentals
• Windows Server
• SQL Database Diagnostics
• SQL
• Ticket Management

Nice to Have Skills

• PowerShell
• IIS
• VMware
• Bash Scripting
• Python Scripting