Application Support Specialist

Pyramid Recruitment Ltd; Woking; Hybrid; GBP 35,000 - 41,000; Full time

Job summary

A leading recruitment firm is seeking a Second Line Support Analyst for application support in Woking. This role involves troubleshooting technical issues, resolving customer support tickets, and managing system incidents. The ideal candidate has proficiency in SQL, experience in patching, and a strong knowledge of Windows Server and networking technologies. This hybrid position offers a competitive salary up to £35,000 and various employee benefits, including a contributory pension scheme and generous holiday allowances.

Benefits

Competitive Salary

Hybrid Working

25 days holiday (rising to 30)

Contributory Pension Scheme

Life Insurance & Private Healthcare

Staff Socials

Qualifications

• Experience with UAT support for customers.
• Strong knowledge of Windows Server, VMware, Hyper-V, and Networking.
• Familiarity with Cloud & SaaS Technologies.

Responsibilities

• Investigate and resolve escalated support tickets, meeting SLA targets.
• Perform root cause analysis using SQL and application logs.
• Support customers during UAT cycles and conduct internal testing.

Skills

SQL for Querying

Windows Server

UAT Support

Networking

Cloud & SaaS Technologies

Tools

ITSM tools (Jira)

Job description

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Pyramid Recruitment Ltd provided pay range

This range is provided by Pyramid Recruitment Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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 to focus on Application Support 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).
• 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

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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