Technical Support Analyst

About the role

Upstream Works Software is seeking a Technical Support Analyst to provide first‑level remote support to customers and partners across the UK, Middle East, India and Pakistan. The role is fully remote and involves troubleshooting, installing, and configuring solutions while collaborating with Operations and Engineering teams.

Key responsibilities

• Provide remote support via phone, email, or online channels and track issues in Jira.
• Troubleshoot on‑premises and cloud environments, install fixes, and maintain internal knowledge‑base resources.
• Coordinate system reviews, create emergency on‑call support, and assist with organizational IT tasks.

Required profile

• 1‑2 years of technical or software support experience (internship counts).
• Availability to work UK business hours (9:00 am‑5:30 pm) and occasional evenings/weekends.
• Fluent English with strong written and verbal communication.
• Undergraduate STEM degree or equivalent experience.

Required skills

• AWS Certified Cloud Practitioner (AWS SysOps Administrator or Solutions Architect Associate a plus).
• Working knowledge of Windows Server (2019/2022/2025), Active Directory, Windows 10/11, IIS, VMware and SQL databases.
• Basic Linux command‑line skills.
• Understanding of networking fundamentals: TCP/IP, DNS, DHCP, subnets, VPNs.
• Familiarity with AWS core services (EC2, S3, IAM, VPC, CloudWatch, RDS).
• Scripting in PowerShell, Bash or Python.
• CompTIA A+, Network+ or Security+ certification or equivalent knowledge.