Technical Support Analyst (iSAMS) - #1707423

The Vacancy

Be the person our customers can count on—especially when it matters most.

We’re hiring an experienced Technical Support Analyst to take the lead during our late shift, supporting schools across North America. This isn’t just a role about closing tickets. It’s about owning them—bringing technical insight, independence, and a calm, solutions-first mindset to every interaction.

You’ll be working from 4pm to midnight, Monday to Friday, covering critical support hours when customers still need help, but the rest of the team may have clocked off. That’s why we’re looking for someone confident, capable, and self-driven—someone who knows how to handle responsibility and thrives when trusted to deliver.

If you’re someone with second-line support experience, strong technical skills, and a natural sense of ownership, this role gives you the space to shine. Leadership experience? Even better—this could open the door to further growth in our international support team.

What Will You Be Doing?

You’ll be the driving force behind our late-shift support, keeping things running smoothly and solving problems that others couldn’t. You’ll:

• Take ownership of technical support tickets, resolving or escalating with care and clarity
• Investigate issues using MS SQL, diagnostic tools, and your own curiosity
• Be the go-to person for our North American customers during evening hours
• Keep support records sharp, accurate, and helpful for others
• Flag trends or recurring problems and work with the wider team to fix them long term
• Share your knowledge with first-line analysts and contribute to internal docs and guides
• Support new colleagues where needed—and bring fresh ideas to the table.

Who Are We Looking For?

• Solid experience in second-line technical support or a similar role
• Confidence using MS SQL (particularly in SQL Management Studio)
• Good understanding of web-based applications and IT infrastructure
• Ideally some experience with ASP.NET (C#)—but not essential
• Strong troubleshooting instincts and the ability to work independently
• Calm, clear communication skills when speaking to customers or colleagues
• A proactive, methodical approach to solving problems and managing workload
• Any mentoring or leadership experience is a big plus (but not required)

Why Apply?

Own the shift – Be the key technical contact for North American customers in real time
Make a real impact – Solve issues that matter to schools and educational communities
Enjoy consistent evening hours – Perfect if your lifestyle suits later working patterns
Grow fast – Build your skills and explore leadership potential in a globally reaching team
Work with purpose – Every resolved ticket helps schools run more smoothly across North America.

What Can You Expect From Our Application Process?

We know applying for a new role can feel daunting—so we’ve kept our process simple, supportive, and designed to help you shine. Here’s what happens once you hit “apply”:

Apply online
Submit your CV and a few details about yourself. No long forms—just what we need to get started and understand your background.

Initial Interview (plus Online Assessments)
A friendly chat with our Talent team and two short assessments (CCAT + EPP).

• The CCAT is a quick 15-minute timed test—best completed somewhere quiet with a pen and paper.
• The EPP is untimed, giving you space to work through it comfortably.

 Final interview
You’ll meet some of the team you’d be working with and talk more about the day-to-day of the role. We want to get to know you, but just as importantly, we want you to get to know us. This stage gives you a real feel for the culture, the people, and what it’s like to be part of IRIS.

 If you’re ready to take ownership, grow your skills, and support customers when it counts most — we’d love to hear from you.

Apply now and become the person who keeps iSAMS schools across North America supported, confident, and up and running.

INDLOW

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.

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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