IT Support Analyst | Fully Remote | UK only

IntaPeople Limited; Swansea; Remote; GBP 29,000 - 33,000; Full time

Job summary

A leading fintech organization is seeking an IT Support Analyst. The role involves providing technical support to clients, managing issues, and working collaboratively across teams. Offering fully remote opportunities, competitive salary, and numerous employee benefits, this position is ideal for a skilled technician.

Benefits

25 days annual leave plus BH

Option to purchase additional annual leave

Cycle to work scheme

Employee Wellbeing programme

Life Assurance (x4)

Personal development and Training budgets

Qualifications

• At least 1+ year experience in an IT Support or technical customer facing role.
• Experience within the SaaS industry preferred.

Responsibilities

• Provide technical support to business customers.
• Own customer interaction for the entire lifecycle of an issue.
• Participate in issue triage and resolve customer reported issues.

Skills

Troubleshooting

Technical Support

Customer Interaction

Job description

IntaPeople are currently supporting a globally based Fintech organisation, who due to continued growth require an IT Support Analyst to join their Support team. This role will be open to fully remote candidate within the UK but candidates will need the ability to work within the UK without restriction.

As part of their Client Services team, you’ll provide technical support to their business customers with technical expertise, platform defects and first point of call for communications when issues arise. Working within the wider team, you’ll report to the Head of IT global support whilst partnering with wider teams within the organisation such as Project Managers and Solution Design Engineers.

At least 1+ year experience in an IT Support or technical customer facing role with excellent troubleshooting skills. Having experience within the SaaS industry, managing enterprise clients and networking concepts would be an advantage but not essential.

What you’ll be doing:

• Be the point of contact for technical issues for large corporate organization
• Respond to support reports within SLA and with technical expertise
• Participate in issue triage and, resolve customer reported issues, defects and questions.
• Perform advanced troubleshooting and log analysis as you collaborate with customers to develop solutions and answer inquiries.
• Own customer interaction for the entire lifecycle of an issue.
• On-call escalation point - own client communication and internal escalation for high priority incidents – a few on-call shifts monthly
• Maintain a high level of technical expertise of the Lightico platform at all times.
• Document case resolution to promote support scalability and improve self-service capabilities.
• Lead/participate in the Support organization’s internal projects.
• Stay current with the maintenance activities, new features and bug fix releases.

Shift patterns:

You’ll be supporting clients based throughout UK, Europe and North America so this role would involve shift patterns along the lines of;

08:00 – 16:00

10:00 – 18:00

14:00 – 22:00

Role overview:

• IT Support Analyst
• Starting salary of £29,000 - £33,000 depending on experience (including shift allowance)
• Fully remote (UK only) with offices in Wales and London if Hybrid working is preferred
• Shift patterns between 08:00 and 23:00
• 25days annual leave plus BH
• Option to purchase/take additional annual leave days
• Cycle to work scheme
• Employee Wellbeing programme including Perkbox
• Life Assurance (x4)
• Personal development and Training budgets

For more information please click APPLY now or call Nathan Handley on 02920 252 500.