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For Companies At a Glance
- Tasks: Join our team to troubleshoot tech issues and provide top-notch customer support.
- Company: Pyramid is a dynamic fintech company based in Woking, focused on innovative solutions.
- Benefits: Enjoy hybrid working, 25 days holiday, life insurance, and private healthcare.
- Why this job: Be part of a collaborative culture that values problem-solving and customer satisfaction.
- Qualifications: Proficiency in SQL, UAT experience, and knowledge of Windows Server and cloud technologies required.
- Other info: Opportunity for growth with a supportive team and engaging staff socials.
The predicted salary is between 28000 - 35000 £ per year.
Location: Woking (Hybrid, 3 days onsite)
Salary: Up to £35,000
Pyramid are looking for a 2nd Line Support Analyst to focus on Application Support 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
Locations
Application Support Specialist employer: Pyramid Recruitment Ltd
Contact Detail:
Pyramid Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application Support Specialist
✨Tip Number 1
Familiarise yourself with SQL and practice querying databases. Since proficiency in SQL is a must for this role, consider working on sample projects or using online platforms to sharpen your skills.
✨Tip Number 2
Gain hands-on experience with UAT processes. If you can, volunteer for projects that involve user acceptance testing to understand the nuances of supporting customers during these cycles.
✨Tip Number 3
Brush up on your knowledge of Windows Server, VMware, and networking concepts. Having a solid understanding of these technologies will help you troubleshoot effectively and demonstrate your expertise during interviews.
✨Tip Number 4
Get comfortable with ITSM tools like Jira and learn about the ITIL framework. Familiarity with these tools and methodologies will not only enhance your application but also prepare you for the day-to-day responsibilities of the role.
We think you need these skills to ace Application Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in application support, particularly with SQL, UAT, and ITSM tools like Jira. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving skills and experience in troubleshooting technical issues. Mention specific examples of how you've resolved customer support tickets or managed incidents in the past.
Showcase Technical Skills: In your application, emphasise your proficiency in SQL, Windows Server, and cloud technologies. If you have experience with PowerShell or scripting, make sure to include that as well, as it aligns with the job requirements.
Highlight Soft Skills: Don't forget to mention your communication skills and ability to work in a team. The role involves customer interaction and collaboration with development teams, so showcasing these soft skills can set you apart.
How to prepare for a job interview at Pyramid Recruitment Ltd
✨Brush Up on SQL Skills
Since proficiency in SQL is a must for this role, make sure to review your querying skills. Be prepared to discuss how you've used SQL in past experiences, and consider practising some common queries that might come up during the interview.
✨Understand UAT Processes
Familiarise yourself with User Acceptance Testing (UAT) and be ready to explain your experience supporting customers through this process. Think of specific examples where you helped identify issues or facilitated testing, as this will demonstrate your hands-on knowledge.
✨Showcase Technical Troubleshooting Experience
Prepare to discuss your approach to troubleshooting complex technical issues. Highlight any relevant experiences where you performed root cause analysis, especially using application logs or API integrations, as this is crucial for the role.
✨Demonstrate Knowledge of ITSM Tools
Since experience with ITSM tools like Jira is important, be ready to talk about how you've used these tools in previous roles. Discuss how you managed incidents and tracked performance metrics, as this will show your familiarity with the ITIL framework.
