1st / 2nd Line Support

1st Line / 2nd Line Support Analyst – Top UK Fintech Systems company – Whiteley, Hampshire

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 offices 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

Salary to £30k to 34k per annum and 5 days per week in office.

The job role includes:

• Dealing with helpdesk tickets and enquiries submitted by email alongside answering Live Chat enquires, 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 fixe 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