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For Companies At a Glance
- Tasks: Join our team to troubleshoot tech issues and provide stellar 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 and experience with UAT, patching, and ITSM tools required.
- Other info: Join us for staff socials and a supportive work environment!
The predicted salary is between 28000 - 42000 £ 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 writing queries. Since proficiency in SQL is a must for this role, being able to demonstrate your skills during the interview will set you apart from other candidates.
✨Tip Number 2
Brush up on your knowledge of Windows Server, VMware, and networking concepts. Being able to discuss these technologies confidently will show that you're well-prepared for the technical challenges of the job.
✨Tip Number 3
Gain some hands-on experience with ITSM tools like Jira. Familiarity with these tools can help you navigate incident management processes more effectively, which is crucial for the role.
✨Tip Number 4
Prepare to discuss your experience with User Acceptance Testing (UAT). Be ready to share specific examples of how you've supported customers during UAT cycles, as this is a key responsibility in the 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 and UAT. 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 with technical troubleshooting. Mention specific examples of how you've resolved issues in previous roles.
Showcase Technical Skills: In your application, emphasise your proficiency in SQL, Windows Server, and any experience with ITSM tools like Jira. This will help you stand out as a candidate who meets the technical requirements.
Highlight Customer Support Experience: Since the role involves customer interaction, include examples of your experience in customer support and how you've effectively communicated with clients to resolve their issues.
How to prepare for a job interview at Pyramid Recruitment Ltd
✨Showcase Your SQL Skills
Since proficiency in SQL is a must-have for this role, be prepared to discuss your experience with querying databases. You might even be asked to solve a problem on the spot, so brush up on your SQL skills and be ready to demonstrate your knowledge.
✨Understand UAT Processes
Familiarise yourself with User Acceptance Testing (UAT) and be ready to explain how you've supported customers during these cycles in the past. Highlight any specific examples where your involvement led to successful outcomes.
✨Technical Troubleshooting Examples
Prepare to discuss specific instances where you successfully troubleshot complex technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and clearly convey your problem-solving abilities.
✨Demonstrate Proactive Support Mindset
This role requires a proactive approach to system monitoring and support. Be ready to share examples of how you've anticipated issues before they escalated and the steps you took to mitigate potential problems.
