At a Glance
- Tasks: Solve complex tech issues and mentor junior analysts while keeping systems running smoothly.
- Company: Join NEXT, a leading retail brand with a focus on innovation and teamwork.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic environment with a commitment to learning and development.
- Why this job: Make a real impact by enhancing IT systems and supporting your team.
- Qualifications: Experience in technical support, strong problem-solving skills, and a collaborative spirit.
The predicted salary is between 40000 - 50000 £ per year.
We're looking for a Senior Technical Support Analyst to join our Online Credit & Payments team, based from the NEXT Head Office in Leicestershire!
The Role:
As a Senior Technical Support Analyst, you’ll play a pivotal role in keeping NEXT’s core IT systems running smoothly and efficiently. Acting as a trusted expert, you’ll tackle complex technical issues, collaborate directly with internal teams and third-party partners, and keep key stakeholders informed every step of the way. You won't just react to problems—you’ll look ahead to prevent them, improving our processes and sharing your knowledge to help the wider team grow. Whether you’re guiding junior colleagues or supporting major business events, NEXT will provide you with the resources and environment you need to perform at your best.
What You’ll Take On:
- Take ownership of complex technical incidents from first report to resolution, getting to the true root cause to prevent recurring issues.
- Work alongside internal user groups, cross-functional IT teams, and external vendors to coordinate seamless troubleshooting and keep everyone up to date.
- Perform routine system monitoring, health checks, and essential daily administrative tasks to maintain overall operational stability.
- Mentor and upskill junior analysts through daily guidance, technical training, and supportive peer reviews.
- Create clear, high-quality technical documentation and troubleshooting guides for the team's knowledge base.
- Spot opportunities to streamline existing support workflows, proposing practical solutions that enhance the overall user experience.
- Handle sensitive or escalated issues with empathy and professionalism, ensuring positive outcomes even during busy periods.
What You’ll Bring:
- A logical, analytical approach to problem-solving and a genuine drive to learn and adapt.
- Strong organisation and time-management skills, with the ability to prioritise busy workloads and stay calm under pressure.
- Great communication skills, enabling you to translate technical detail clearly for both technical and non-technical stakeholders.
- Proven experience with Active Directory, system log analysis, monitoring platforms (such as Grafana, Dynatrace, or ELK), and Service Now.
- A collaborative mindset and a passion for supporting others, helping junior team members build their skills and confidence.
- Familiarity with change and problem management processes, alongside a solid commitment to information security standards. (Scripting skills in PowerShell or Batch files are a great bonus!)
If you have the technical expertise and a collaborative mindset to strengthen the systems our colleagues rely on, we would love to see your application.
Senior Technical Support Analyst in Leicester employer: Next Careers
At Victoria’s Secret, we pride ourselves on being an exceptional employer, offering a vibrant work culture where teamwork and passion for customer service thrive. Our Sales Associates enjoy flexible shifts, comprehensive training, and opportunities for personal growth in a supportive environment, all while being part of a globally recognised brand that values creativity and innovation. Located in Exeter, our store provides a unique chance to engage with customers in a dynamic setting, making every day rewarding and enjoyable.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Analyst in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Next Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Next Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Technical Support Analyst in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Next Careers:Your cover letter is your chance to shine! Tell us why you want to work at Next Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Next Careers!
How to prepare for a job interview at Next Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
