Technical Support Analyst R58692

Job Overview

Kinetic – Milton Keynes, England, United Kingdom

Department: Customer Support

Location: Milton Keynes

Position: Technical Services Analyst (Customer Support)

At Kinetic, we’re redefining operational excellence in higher education, conferencing, and events. As the leading provider of software solutions for student accommodation, event management, catering, and residential services, we help institutions streamline operations, elevate customer experiences, and unlock their full potential.

With over 25 years of experience and trusted by more than 350 institutions worldwide, our software empowers universities and venues to run smarter, faster, and more collaboratively. From bustling campuses to dynamic corporate environments, our technology adapts to the rhythm of each organisation — helping them thrive in a fast‑changing world.

But we’re more than just software. We’re a team of passionate problem‑solvers, innovators, and collaborators who care deeply about our customers and each other. Our culture is built on empowerment, community, and continuous growth. We believe in giving people the tools, support, and freedom to do their best work — and have fun while doing it.

Joining Kinetic means being part of a purpose‑driven business where your ideas matter, your development is supported, and your impact is real. If you’re ready to help shape the future of operational technology in education and events, we’d love to meet you.

Your Role & Responsibilities

Your day‑to‑day activities can vary as our business continues to grow, providing an exciting and diverse working environment where you will have the opportunity to make a real impact. The role of Technical Services Analyst is crucial to enabling our customers to have access to the latest offerings from Kinetic and to allow them access to this software when convenient and effective for their business needs.

Qualifications & Required Skills

Technical Proficiency & Database Management Skills

• Strong understanding of database systems (SQL Server, MySQL, PostgreSQL, Oracle, etc.)
• Understanding of Client/Server software relationships with experience in backup/restore procedures, database cloning, and data integrity verification
• Knowledge of server infrastructure, virtualisation (VMware, Hyper‑V), and cloud platforms (AWS, Azure)
• Competent using remote access tools such as Windows RDP
• Knowledge of SQL Server
• Ability to review Microsoft Windows Server environments such as server performance
• Knowledge or exposure to Azure is an advantage

Project Planning & Documentation Practices

• Demonstrates methodical approach to creating detailed migration/upgrade plans with rollback procedures
• Maintains comprehensive documentation of processes, configurations, and dependencies
• Creates pre‑flight checklists and post‑migration validation steps
• Documents lessons learned and continuously improves runbooks
• Upholds processes and communications with customers to meet SLAs and instill confidence

Risk Management & Problem‑Solving Ability

• Proactively identifies potential risks and develops mitigation strategies
• Demonstrates meticulous verification processes (data validation, functional testing, performance checks)
• Conducts thorough pre‑migration assessments and post‑migration validation
• Shows strong troubleshooting skills when issues arise during migrations
• Thinks critically about dependencies, downtime windows, and business impact
• Ability to remain calm under pressure and make sound decisions during critical incidents upholding professionalism to our customer base

Communication & Stakeholder Management

• Clearly communicates technical concepts to non‑technical stakeholders
• Provides realistic timelines and manages expectations effectively
• Keeps relevant parties informed before, during, and after maintenance windows
• Coordinates effectively with application owners, infrastructure teams, and business users
• Tracks success metrics and learns from past migrations to improve future ones

Benefits

• 25 days holiday (plus bank holidays) – with extra days the longer you’re with us
• Two paid wellbeing days each year, with a budget to enjoy some time out with someone important to you
• Enhanced pension contributions to support your future
• Two paid days a year to give back through volunteering, charity work, or sustainability projects with our Green Team
• Salary sacrifice schemes for electric vehicles and cycle‑to‑work
• 24/7 access to our Employee Assistance Programme for confidential advice and support
• A full annual health check to keep you at your best
• A flexible benefits platform – from life assurance and learning opportunities to retail discounts and cinema tickets
• A genuine people‑first culture where your growth and wellbeing come first
• Performance‑related bonus scheme to reward your contribution
• Regular socials – from team get‑togethers to all‑company celebrations, with each department owning a budget for their events
• The opportunity to attend group conferences, away days and learning forums both in the UK and abroad – network with other talent

Other Information

You will need to provide:

• Proof that you have the right to work in the UK
• A reference
• A DBS check

Be Part of the Constellation Legacy: We are a shining entity under the expansive umbrella of Constellation Software Inc., a global software powerhouse. Kinetic is a subsidiary of Volaris, which is part of Constellation. Being part of this group offers numerous benefits such as access to a vast pool of talent, sharing of best practices, benchmarking, and learning opportunities. With us, you can broaden your horizons and tap into a wealth of knowledge.

Kinetic is an equal opportunity employer, fostering diversity and committed to creating an inclusive environment for all employees.

#J-18808-Ljbffr