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Junior 2nd Line Support Analyst, Stanstead Abbotts
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Client:
Location:
Job Category:
Other
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EU work permit required:
Yes
Job Reference:
8d48d6233f31
Job Views:
26
Posted:
25.08.2025
Expiry Date:
09.10.2025
Job Description:
Job Description
Working Model: Hybrid Working.
Employment status: Full-time, Permanent.
Working hours: Monday to Friday, 9:00am – 5:00pm. Out of hours standby duty will also be required, rotating weekly among team members.
Office Location: Stansted Abbotts, England.
Reporting to: 2nd line Support Team Lead
In this role, you will provide 2nd line support to PXP customers and support teams for problems, incidents, and projects. Normal hours are Monday to Friday, 9:00 am to 5:00 pm, with out-of-hours support as needed.
Typical weekly activities include:
* Conducting technical investigations on behalf of business departments, including reviewing, qualifying, and resolving customer requests related to payment processes.
* Creating, configuring, and maintaining environments to replicate customer scenarios.
* Communicating resolutions clearly to stakeholders.
* Escalating issues to 3rd line Tech Ops teams as per guidelines.
* Raising bug fixes and product improvements with development teams.
* Managing customer projects, coordinating resources, supporting regressions, monitoring rollouts, and supporting compliance updates.
* Proactively learning about new products, features, and services.
* Analyzing ticket trends to identify root causes.
* Providing out-of-hours support for escalations and incidents.
* Handling incidents professionally to ensure prompt resolution.
* Supporting business needs flexibly.
* Following incident management procedures.
* Occasionally attending customer sites for escalations and technical support.
We are looking for someone who:
* Can take responsibility and act independently.
* Is customer-focused and service-oriented.
* Has excellent communication skills.
* Can multitask and prioritize effectively.
* Is proactive in process improvements and product suggestions.
* Has a helpful attitude and confidence in dealings with colleagues and clients.
* Handles pressure calmly and professionally.
* Possesses strong organizational and planning skills.
Preferred qualifications include:
* Experience in fintech or payments industry.
* Tech-savviness.
* Multilingual abilities.
* Full UK driving license and vehicle access.
What we offer:
* Competitive salary and benefits.
* Hybrid working model.
* 25 days holiday plus public holidays.
* Social events, onsite parking, Employee Assistance Programme.
* Private healthcare and life assurance after 2 years.
* Close to transport links, small friendly team, international environment.
About us: PXP Financial is a reputable leader in the card payment industry with over 30 years of experience. We have offices in the UK, Austria, Bulgaria, India, and the US, serving a diverse global client base. Our UK office offers a hybrid working model with a minimum of two days in the office and up to three days remote work. We value our employees and foster a supportive, communicative culture.
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