Technical Support Analyst
| Posting date: | 08 July 2025 |
|---|---|
| Salary: | £25,000 to £30,000 per year |
| Additional salary information: | 25 days of annual paid time off, in addition to UK public holidays, Private medical and dental insurance, Private pension scheme, Tuition reimbursement for career development courses, Ride to Work Scheme |
| Hours: | Full time |
| Closing date: | 07 August 2025 |
| Location: | Reading, Berkshire |
| Remote working: | Hybrid - work remotely up to 5 days per week |
| Company: | HANDD Business Solutions |
| Job type: | Permanent |
| Job reference: | Technical_Support_Analyst |
Summary
HANDD Business Solutions (HANDD) specialises in secure data transfer, automation, and orchestration for organisations worldwide. With nearly 20 years’ experience, HANDD offers expert advice and bespoke technology solutions that simplify complex data exchanges. By collaborating with top vendors, HANDD helps businesses streamline operations, protect sensitive information, and adapt to digital transformation.
HANDD helps secure organisational data throughout its lifecycle with managed and professional services and consulting. The company supports everything from modernising file transfers to enabling automated workflows, cloud-native API integrations and Agentic AI. HANDD’s approach ensures clients can manage their data confidently, efficiently, and securely across diverse industries and global markets
The successful candidates will be positive and confident as the first point of contact for technical support and requests, across a broad range of desktop, server and middleware applications and protocols. A knowledge of typical network/infrastructure topologies and solutions would be beneficial and experience with various file transfer technologies, task automation and database knowledge will be advantageous.
Main Duties and Responsibilities:
Successfully complete the 3-month probationary period which will be comprised of product and helpdesk role training, with a view to being able to handle customer support requests via helpdesk system (email), telephone, and remotely connecting to customer systems for troubleshooting.
Provide support across a wide range of IT related platforms
Ensure we meet our agreed customer service targets
Follow support ticket methodology
Cooperate with other members of the support team
Liaising with other departments and 3rd party service providers when necessary
Update customers on the progress of their query
Experience sought:
1-2 years helpdesk experience preferable
Basic understanding of AD, protocols, APIs, databases, infrastructure and networking
Intermediate knowledge of different Operating Systems (e.g., Microsoft, *NIX operating systems, Linux in particular useful)
Advanced problem solving and troubleshooting skills
Advantageous
Ability to configure logic statements (coding skills not required)
Previous experience with file transfer technologies and/or troubleshooting software (e.g., FileZilla, WinSCP, Wireshark, etc.)
Person
• Strong communication skills both in spoken and written English
• Quick to learn both on the job and through structured training
• Proactive about self-development, career progression is encouraged
• Problem ownership – tenacity to ensure that results are delivered to our customers in a timely manner
• Proactive in managing the customer’s experience
• Excellent initiative and able to work independently and as part of a team
• Positive attitude and ability to work well under pressure
• Ability to adapt well to new problems and quickly absorb new concepts
Salary and Benefits
Base salary would be in the range of £25,000 - £30,000 a year depending on experience/ skill set with the potential to earn an additional annual bonus. There is also a generous incentive for onsite professional services.
Our working approach is built around our client’s needs. That’s not to say yours aren’t important too and in a post-pandemic world, we want to extend the offer of an open discussion to you as to whether a role can be office or home-based, flexible or hybrid.
25 days of annual paid time off, in addition to UK public holidays
Private medical and dental insurance
Private pension scheme
Tuition reimbursement for career development courses
Ride to Work Scheme
Working Hours:
7.5-hour shifts scheduled between 09:00 – 02:00, Monday to Friday.
On occasions there might be a requirement to work overtime during evenings or weekends, which will be compensated accordingly.
Suitable candidates will be invited to interview and pass a fundamental technical assessment. Full employment history and references will be required.
STRICTLY NO AGENCIES
HANDD helps secure organisational data throughout its lifecycle with managed and professional services and consulting. The company supports everything from modernising file transfers to enabling automated workflows, cloud-native API integrations and Agentic AI. HANDD’s approach ensures clients can manage their data confidently, efficiently, and securely across diverse industries and global markets
The successful candidates will be positive and confident as the first point of contact for technical support and requests, across a broad range of desktop, server and middleware applications and protocols. A knowledge of typical network/infrastructure topologies and solutions would be beneficial and experience with various file transfer technologies, task automation and database knowledge will be advantageous.
Main Duties and Responsibilities:
Successfully complete the 3-month probationary period which will be comprised of product and helpdesk role training, with a view to being able to handle customer support requests via helpdesk system (email), telephone, and remotely connecting to customer systems for troubleshooting.
Provide support across a wide range of IT related platforms
Ensure we meet our agreed customer service targets
Follow support ticket methodology
Cooperate with other members of the support team
Liaising with other departments and 3rd party service providers when necessary
Update customers on the progress of their query
Experience sought:
1-2 years helpdesk experience preferable
Basic understanding of AD, protocols, APIs, databases, infrastructure and networking
Intermediate knowledge of different Operating Systems (e.g., Microsoft, *NIX operating systems, Linux in particular useful)
Advanced problem solving and troubleshooting skills
Advantageous
Ability to configure logic statements (coding skills not required)
Previous experience with file transfer technologies and/or troubleshooting software (e.g., FileZilla, WinSCP, Wireshark, etc.)
Person
• Strong communication skills both in spoken and written English
• Quick to learn both on the job and through structured training
• Proactive about self-development, career progression is encouraged
• Problem ownership – tenacity to ensure that results are delivered to our customers in a timely manner
• Proactive in managing the customer’s experience
• Excellent initiative and able to work independently and as part of a team
• Positive attitude and ability to work well under pressure
• Ability to adapt well to new problems and quickly absorb new concepts
Salary and Benefits
Base salary would be in the range of £25,000 - £30,000 a year depending on experience/ skill set with the potential to earn an additional annual bonus. There is also a generous incentive for onsite professional services.
Our working approach is built around our client’s needs. That’s not to say yours aren’t important too and in a post-pandemic world, we want to extend the offer of an open discussion to you as to whether a role can be office or home-based, flexible or hybrid.
25 days of annual paid time off, in addition to UK public holidays
Private medical and dental insurance
Private pension scheme
Tuition reimbursement for career development courses
Ride to Work Scheme
Working Hours:
7.5-hour shifts scheduled between 09:00 – 02:00, Monday to Friday.
On occasions there might be a requirement to work overtime during evenings or weekends, which will be compensated accordingly.
Suitable candidates will be invited to interview and pass a fundamental technical assessment. Full employment history and references will be required.
STRICTLY NO AGENCIES