Second Line Support

JR United Kingdom; Woking; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

A leading company in the fintech sector is seeking a 2nd Line Support Analyst in Woking. This role involves troubleshooting complex technical issues, ensuring customer satisfaction, and supporting various IT operations. The position offers a competitive salary, hybrid working, and generous holiday benefits.

Benefits

Competitive Salary

Hybrid Working

25 days holiday (rising to 30) + Birthday Day + Bank Holidays

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.
• Manage major incidents and coordinate resolution efforts.
• Perform health checks and monitor alerts.
• Assist with patching and release validation.
• Maintain troubleshooting guides and track performance metrics.

Skills

SQL for Querying

UAT support

Patching

Change Management

Deployment Support

Windows Server

VMware

Hyper-V

Networking

Cloud & SaaS Technologies

ITSM tools (Jira)

ITIL framework

Root Cause Analysis

Job description

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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