Second Line Support Analyst

Worldline Global; Nottingham; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A prominent technology firm in the UK is seeking a Support Analyst to join a dynamic team focused on the rail industry. The ideal candidate will have 3 years of experience, excellent customer support skills, and a strong grasp of IT tools. The role offers flexible working conditions and comprehensive benefits, including 25 days of holiday and private medical coverage.

Benefits

25 days holiday

Employee private medical cover

Flexible benefits through salary sacrifice

Life assurance up to 4x salary

Qualifications

• 3 years of experience as a Support Analyst in the information technology sector.
• Experience of supporting Android (phones and tablets).
• Good understanding of Wi-Fi and LAN on supported devices.

Responsibilities

• Providing 2nd line support for UK rail ticket retailing customers.
• Taking ownership of incidents through to completion.
• Planning and prioritising own workload based on incident severity.

Skills

IT Experience

Problem Management

Desktop Support

Customer Support

Technical Support

Tools

Citrix

Windows

Mobile Devices

Job description

This is Worldline

We are the innovators at the heart of the payments technology industry shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world in every part of commerce. And just as we help our customers accelerate their business we are committed to helping our people accelerate their careers. Together we shape evolution.

The O pportunity

Worldline is looking for a highly-skilled Support Analyst to contribute to Worldlines growth and position in UK rail joining a team of Support Analysts in helping support the services for a growing customer base in the UK rail ticket retailing industry. You will be part of a dynamic high-performing team that delivers innovative services to the rail industry with a deep understanding of rail processes systems and data. Our Support Analysts have responsibility for successful support delivery to the agreed client service levls. If you have a passion for customer support contact us : we are ready to welcome you to the team!

Day-to-Day Responsibilities

• Providing 2nd line support for our UK rail ticket retailing customers.
• Provide support to a variety of customers and teams under a range of circumstances.
• Use various IT tools and services that enable specific products to be supported.
• Taking ownership of incidents through to completion.
• Planning and prioritising own workload based on incident severity.

Who Are We Looking For

We look for big thinkers. People who can drive positive change step up and show whats next people with passion a can-do attitude and a hunger to learn and practice this means :

• You have 3 years of experience as a Support Analyst in the information technology sector.
• Experience of supporting Android (phones and tablets).
• Experience of supporting PEDs (and POSzles).
• Good understanding of Wi‑Fi and LAN on above devices.
• Experience of dealing with Third Party suppliers for hardware swap‑out.

Working arrangements : The weekday shifts run from 06:00 to 22:00 usually on a 6‑week rotation.

• The company is currently working on a 60:40 ratio of office based and home based working.
• Weekends are covered circa 1 in 6.
• You will be provided with a rota in advance of your shift which will be of a varying hours and pattern. Shifts will have two off shift days in the week which may not be consecutive.
• Some flexibility around exact scheduling pattern is required to ensure service levels are maintained and hours are allocated fairly.

Perks & Benefits

At Worldline youll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that you will also :

• Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
• Work with inspiring colleagues and be empowered to learn grow and accelerate your career.
• Have 25 days holiday bank holidays.
• Have employee private medical cover access to a virtual GP service.
• Access to discounts and cash backs on shopping.
• Purchase a range of flexible benefits through salary sacrifice.
• Have Income protection @ 67% of base salary for 5 years subject to Ts & Cs.
• Have a Life assurance 1 x salary if not in a pension scheme 4 x salary if joins the pension scheme.
• Have Pension the company will match contributions up to 10%.

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology and we look for big thinkers people with passion a can-do attitude and a hunger to learn and grow. Here youll work with ambitious colleagues from around the world take on unique challenges as a team and make a real impact on society. With an empowering culture strong technology and extensive training opportunities we help you accelerate your career - wherever you decide to go. Join our global team of 18000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at

We are proud to be an Equal Opportunity employer. We do not discriminate based on race religion color national origin sex (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as an individual with a disability or any applicable legally protected characteristics.

Required Experience : IC

Key Skills

IT Experience,Problem Management,Desktop Support,Citrix,Mobile Devices,Windows,Customer Support,Help Desk,Operating Systems,Technical Support,Troubleshooting,Application Support

• Employment Type : Full-Time
• Experience : years
• Vacancy : 1