Second Line Support

Pyramid Recruitment Ltd; Woking; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

A leading recruitment agency is seeking a 2nd Line Support Analyst to join a fintech client in Woking. This hybrid opportunity involves troubleshooting technical issues, providing customer support, and working closely with development teams to ensure service excellence. The role offers a competitive salary, hybrid working conditions, and numerous benefits, including holidays, health insurance, and a pension scheme.

Benefits

25 days holiday (rising to 30)

Birthday Day off

Contributory Pension Scheme

Life Insurance & Private Healthcare

Staff Socials

Qualifications

• Proficient in SQL for querying.
• Experience in UAT and technical support.
• Knowledge of networking and cloud technologies.

Responsibilities

• Investigate and resolve escalated support tickets.
• Perform root cause analysis and system monitoring.
• Support UAT and documentation efforts.

Skills

SQL for Querying

Technical Troubleshooting

UAT Support

Networking

Cloud & SaaS Technologies

Tools

ITSM tools (Jira)

Job description

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).
• 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 and Financial Services

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