2nd Line Support

As a 2nd Line Support Analyst, you will play a crucial role in ensuring our 1st line customer service team is supported with timely and accurate responses to queries. You will where necessary deal directly with customers to obtain additional information or provide technical assistance. You will test and re-create customer problems so as to identify technical defects in our systems, data corruption ready for a concise hand over to the development team or to feedback to the customer or the level 1 service desk. You will be required to monitor error logs, system services to rectify issues or stop problems from occurring., Technical Support: Provide advanced technical support and troubleshooting of our application software and associated systems.

• Issue Resolution: Handle escalated issues from the 1st Line Support team, ensuring timely and effective resolution.

• System Maintenance: Perform regular maintenance and checks on IT systems to ensure optimal performance for colleagues and customers.

• Customer Service: Maintain high levels of customer service and satisfaction through efficient and effective issue resolution.

• Documentation: Create and maintain documentation for troubleshooting procedures, system configurations, support processes and training materials for existing and new colleagues.

• Collaboration: Work closely with other DEV team and other departments to resolve complex technical issues and improve overall IT support processes.

• Training: Provide training and guidance to 1st Line Support team members to enhance their technical skills and knowledge.

Experience: 2-3 years of experience in a 2nd Line Support or similar role will give a great advantage. Experience of transactional system and data flows. Ideally in a finance background but this is not essential.

• Technical Skills: Knowledge in Windows, MacOS, iOS, Android operating systems, network troubleshooting, and IT security best practices. Experience in 2nd line support of custom applications showing an understanding of data flows, manipulation of data and process design.

• Soft Skills: Strong problem-solving skills, excellent communication abilities, and the ability to work well under pressure on few occasions when we get busy.

• Customer Focus: Demonstrated ability to provide excellent customer service and resolve technical issues efficiently following to achieve the Company Goals., A-Level or equivalent (preferred), Technical support: 3 years (preferred)

• Customer service: 3 years (preferred)