Second Line Support

Woking
1 week ago
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Job Title: Second Line Support Analyst

Location: Woking (Hybrid, 3 days onsite)

Salary: Up to £35,000

Pyramid are looking for a 2nd Line Support Analyst for one of our fintech clients in Woking. This is a fantastic opportunity to join a dynamic team, troubleshooting complex technical issues and ensuring seamless customer support.

Key Responsibilities:

  • Customer Support & Issue Resolution – Investigate and resolve escalated support tickets, meeting SLA targets. Communicate effectively with customers via email, phone, and support portal.

  • Technical Troubleshooting & Analysis – Perform root cause analysis using SQL, application logs, and API integrations to identify and resolve system issues.

  • User Acceptance Testing (UAT) – Support customers during UAT cycles, conduct internal testing, and collaborate with development teams to prioritise fixes.

  • Incident & Problem Management – Manage major incidents, coordinate resolution efforts, and implement proactive fixes to prevent recurrence.

  • System Monitoring & Support – Perform health checks, monitor alerts, and address issues proactively to minimise customer impact.

  • Patching & Deployment Support – Assist with patching, release validation, and post-deployment troubleshooting.

  • Documentation & Reporting – Maintain troubleshooting guides, track key performance metrics, and drive service improvements.

    Skills & Experience:

  • Must have proficiency in SQL for Querying.

  • Experience with UAT support for customers.

  • Experience in patching, change management, and deployment support.

  • Strong knowledge of Windows Server, VMware, Hyper-V, and Networking (Active Directory, DNS, DHCP, Firewalls).

  • Familiarity with Cloud & SaaS Technologies (Microsoft Azure, Office 365, Azure AD, MFA).

  • PowerShell, Bash scripting, and basic Python/JavaScript for automation.

  • Experience with ITSM tools (Jira), ITIL framework, and root cause analysis.

    What's on Offer:

  • Competitive Salary – Up to £35,000

  • Hybrid Working

  • 25 days holiday (rising to 30) + Birthday Day + Bank Holidays

  • Contributory Pension Scheme

  • Life Insurance & Private Healthcare

  • Staff Socials

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