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- Tasks: Provide top-notch tech support to customers and internal teams in a dynamic fintech environment.
- Company: Join a leading UK fintech company revolutionising payment solutions.
- Benefits: Enjoy a competitive salary, 25 days holiday, and strong career progression.
- Why this job: Be the go-to tech guru and solve real-world problems for global clients.
- Qualifications: Experience in helpdesk support and strong communication skills are essential.
- Other info: Work in a vibrant office with opportunities for overtime and an excellent pension scheme.
The predicted salary is between 24000 - 28000 £ per year.
We are recruiting for a 1st / 2nd Line Support Analyst for a forward-thinking Fintech Software company providing world class Payments solutions for Retail, Commercial and Hospitality businesses here in the UK and abroad. The 1st / 2nd Line Support Analyst will ideally have worked in a helpdesk environment to provide support to internal teams on their Software & Hardware solutions and will also work with customers in the UK and around the world on tech issues with their software platform. This is a UK office hours role but there will be a need to work on a support rota for 1 week in every 4. The role is based in their Whiteley Operations centre.
The job role includes:
- Dealing with helpdesk tickets and enquiries submitted by email alongside answering Live Chat enquiries, you will be the first point of contact for customers seeking technical or troubleshooting assistance.
- Updating and maintaining products, users, passwords and other data for their fully managed clients.
- Providing 2nd line technical support on Software Servers, Desktop PCs, Networks and email servers.
- Handle complex, technical troubleshooting requiring in-depth knowledge.
- Assists with server maintenance, networking, and system administration.
- Escalating Tickets to 3rd Line Support when appropriate.
- Running software and security updates remotely on Windows based systems.
- General support admin tasks as required including updating and maintaining their internal knowledge base and customer wiki.
- Documents technical fixes in the ticketing system to build a knowledge base.
Skills and Experience:
- Windows Server / MS Office / Office 365 experience.
- Knowledge of Operating Systems in Windows and Linux would be useful.
- Knowledge of Active Directory and MS Exchange would be useful.
- Knowledge of any of the following Intune, Zabbix monitoring, Solarwinds & Networking would be beneficial but not essential.
- Strong communication skills.
- Strong written and documentation skills.
- Enjoys dealing with customer or user issues.
- Organised and self-motivated.
- Be a problem solver and able to think outside the box to work through user or customer issues.
Benefits:
- Competitive salary.
- Holiday allowance is 25 days a year (plus bank holiday).
- Strong career progression opportunities.
- Opportunity to earn overtime and on call rota.
- Excellent pension scheme and employee benefits programme.
If this role is of interest, then please send your CV for immediate interview.
1st / 2nd Line Support employer: Stratospherec Ltd
Contact Detail:
Stratospherec Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st / 2nd Line Support
✨Tip Number 1
Get to know the company inside out! Research their products, values, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with tech issues, brush up on common problems and solutions related to Windows Server, MS Office, and other relevant software. Being prepared will boost your confidence during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even a referral, which can make all the difference in landing that job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our awesome team at StudySmarter!
We think you need these skills to ace 1st / 2nd Line Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of 1st/2nd Line Support Analyst. Highlight your experience in helpdesk environments and any relevant technical skills, like Windows Server or MS Office. We want to see how you fit into our world!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about tech support and how your problem-solving skills can benefit us. Keep it friendly and professional – we love a good personality!
Show Off Your Communication Skills: Since you'll be the first point of contact for customers, it's crucial to demonstrate your strong communication skills. Whether it's in your CV or cover letter, make sure to showcase how you effectively handle customer queries and technical issues.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Stratospherec Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows Server, MS Office, and any other relevant software mentioned in the job description. Being able to discuss your experience with these tools confidently will show that you're ready to tackle the technical challenges of the role.
✨Practice Your Troubleshooting Skills
Since you'll be dealing with complex technical issues, it’s a good idea to prepare for common troubleshooting scenarios. Think about past experiences where you solved tech problems and be ready to share those stories during the interview.
✨Show Off Your Communication Skills
As a 1st/2nd Line Support Analyst, strong communication is key. Practice explaining technical concepts in simple terms, as you’ll need to assist customers who may not be tech-savvy. This will demonstrate your ability to connect with users effectively.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific support situations. Prepare by thinking through various scenarios you might encounter on the job, and outline your thought process for resolving them. This will highlight your problem-solving skills and customer service approach.
