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- Tasks: Join our team as a Second Line Support Analyst, tackling technical issues and ensuring 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, private healthcare, and fun staff socials.
- Why this job: Be part of a collaborative culture, solve real problems, and make a difference in customer experiences.
- Qualifications: Proficiency in SQL, experience with UAT, and knowledge of Windows Server and cloud technologies required.
- Other info: This role offers a competitive salary and opportunities for professional growth.
The predicted salary is between 28000 - 35000 £ per year.
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
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, being able to demonstrate your skills through practical examples or even personal projects can set you apart from other candidates.
✨Tip Number 2
Gain hands-on experience with UAT processes. If you can showcase your understanding of user acceptance testing and how you've supported customers during these cycles, it will highlight your ability to work collaboratively and effectively in a support role.
✨Tip Number 3
Brush up on your knowledge of Windows Server, VMware, and networking concepts. Being well-versed in these areas will not only help you in the interview but also give you confidence when discussing technical issues with potential employers.
✨Tip Number 4
Showcase any experience you have with ITSM tools like Jira and your understanding of the ITIL framework. This will demonstrate your familiarity with industry standards and practices, making you a more attractive candidate for the Application Support Specialist position.
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, be 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 collaboratively with teams. The role involves customer interaction and teamwork, so demonstrating these soft skills can set you apart from other candidates.
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 SQL 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 during these cycles. Think of specific examples where you helped resolve issues or improved the testing process.
✨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 will demonstrate your problem-solving skills.
✨Familiarity with ITSM Tools
Since experience with ITSM tools like Jira is important, be ready to talk about how you've used such tools in previous roles. Discuss how you managed incidents and tracked performance metrics, as this will show your understanding of incident management processes.
