At a Glance
- Tasks: Provide top-notch support for platform-related queries and troubleshoot technical issues.
- Company: Join a dynamic tech team focused on innovation and customer satisfaction.
- Benefits: Competitive salary, career growth, and a collaborative work environment.
- Other info: Work with cutting-edge cloud technologies and make a real impact.
- Why this job: Be the go-to person for solving tech problems and enhancing user experience.
- Qualifications: 2+ years in technical support, strong troubleshooting skills, and SaaS experience.
The predicted salary is between 40000 - 45000 £ per year.
Requirements
- Minimum 2 years experience in a technical support, application support, or platform support role.
- Previous experience working within a Saa S environment.
- Strong troubleshooting and incident investigation skills.
- Experience using monitoring, alerting, and diagnostic tools.
- Experience with service desk, ticketing, or call logging systems.
- Comfortable working with data platforms and analysing data-related issues.
- Excellent communication skills with the ability to engage confidently with both technical and non-technical stakeholders.
- Strong organisational skills with the ability to manage multiple priorities effectively.
- A customer-focused approach and a commitment to delivering high-quality support.
- Experience supporting cloud-based platforms and services.
- Understanding of APIs, integrations, and data flows.
- Knowledge of SQL and database technologies.
- Familiarity with ITIL principles and service management processes.
- Experience working within a fast-paced technology or software business
Responsibilities
- Act as the primary point of contact for platform-related support queries and incidents.
- Investigate, diagnose, and resolve technical issues across business-critical applications and platforms.
- Monitor platform performance using monitoring and alerting tools, proactively identifying potential issues before they impact users.
- Log, track, prioritise, and manage incidents and service requests through the call logging/ticketing system.
- Escalate complex issues to appropriate technical teams while maintaining ownership and communication throughout the resolution process.
- Analyse trends, recurring issues, and platform performance data to identify opportunities for improvement.
- Support platform releases, upgrades, and maintenance activities.
- Maintain accurate documentation, knowledge base articles, and support procedures.
- Work collaboratively with development, infrastructure, data, and product teams to ensure service excellence.
- Technologies
- Cloud
- Support
- ITIL
- SQL
- More
We are looking for a proactive and customer-focused IT Platform Support Analyst to join our growing technology team.
This is an excellent opportunity for an experienced support professional who enjoys troubleshooting technical issues, working with Saa S platforms, and acting as a key point of contact for both internal and external stakeholders.
As the IT Platform Support Analyst, you will play a critical role in maintaining the performance and reliability of business-critical platforms, investigating incidents, monitoring system health, managing support tickets, and working closely with technical teams to ensure issues are resolved efficiently and effectively.
We are seeking a motivated and analytical support professional with a passion for problem-solving and delivering excellent customer service.
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Platform Support Analyst in London employer: Pearson Whiffin Recruitment Ltd
Pearson Whiffin Recruitment Ltd is an excellent employer, offering a vibrant work culture in Mid Kent where teamwork and customer satisfaction are at the forefront. Employees benefit from competitive salaries, generous holiday allowances, and a supportive environment that fosters professional growth and development. With a focus on collaboration and a customer-first approach, this role provides a meaningful opportunity to make a real impact within the company.
Contact Details:
Pearson Whiffin Recruitment Ltd Recruitment Team
