Job Title: Second Line Support Analyst Location: Woking (Hybrid, 3 days onsite)
Salary: Up to £35,000
Pyramid are looking for a 2nd Line Support Analyst 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