Technical Support Analyst

Tink; Cardiff; On-site; GBP 30,000 - 40,000; Full time

Job summary

A top financial services technology company in Cardiff is seeking a Technical Support professional to deliver outstanding service. This hybrid role involves incident management, collaboration with various teams, and problem-solving skills using SQL and support tools. The candidate should have experience in a second line support role and a genuine interest in the technology and financial services sectors. Competitive salary and a dynamic work environment are offered.

Qualifications

• 1+ years experience in a second line support role.
• Strong understanding of infrastructure and DevOps concepts.
• Curiosity about the payments and financial services industry.

Responsibilities

• Own incidents and lead them to completion per Incident Management processes.
• Collaborate with customer and development teams for strong support.
• Build SQL statements as change requests where necessary.

Skills

SQL

Monitoring tools like Datadog

Support platforms such as Zendesk

Team working skills

Problem-solving abilities

Interpersonal communication

Job description

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

What's it all about?

Technical Support is the face of the system to the internal business users. You will need to understand the workflows for both customers and back office users and timelessly debug system issues through incident ownership. When problems are identified these should be logged and regularly discussed with the team to ensure that any shortcomings are addressed. This role will report into the Technical Support lead.

What we expect you, day to day:

• Reply promptly to issues, questions and requests raised ensuring SLAs are met
• Take the responsibility of owning Incidents and leading them through to completion, following the Incident Management process
• Work closely with Customer Operations Specialists and Development and Infrastructure teams to ensure outstanding end-to-end support
• Proactively contribute to monitoring and alerting solutions
• Locate and investigate bugs, alerts and other issues as they are raised
• Suggest system improvements to reduce the need for manual intervention
• Help maintain a backlog of solutions to problems, collaborating with product teams
• Write and update system and process documentation
• Where vital, build SQL update statements to be issued as change requests

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

What were after… This position would suit someone who is experienced in a second line support role and has experience with incident management. Being able to confidently speak with different teams and knowledge sets would aid you in this position.

All applicants should:

• Be able to work independently and efficiently
• Possess excellent knowledge of SQL, monitoring tools like Datadog, and experience using support platforms such as Zendesk
• Have an understanding of infrastructure and DevOps concepts
• Demonstrate strong team working skills, the ability to handle their workload, and pay meticulous attention to detail
• Be level-headed, showcasing outstanding organisation and prioritisation abilities
• Exhibit superb interpersonal skills, both written and verbal
• Be eager to learn new skills and processes
• Find solutions to emerging problems
• Have a curiosity about the payments, financial services, technology, or FX industry

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.