Second Line Support (Woking)

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