1st​/2nd Line Support

Position: 1st / 2nd Line Support
1st Line / 2nd Line Support Analyst – Top UK Fintech Systems company – Whiteley, Hampshire
We are recruiting for a 1st / 2nd Line Support Analyst for a forward-thinking Fintech Software company providing world class Payments solutions for Retail, Commercial and Hospitality businesses here in the UK and abroad.
The 1st / 2nd Line Support Analyst will ideally have worked in a helpdesk environment to provide support to internal teams on their Software & Hardware solutions and will also work with customers in the UK and around the world on tech issues with their software platform.
This is a Uk offices hours role but there will be a need to work on a support rota for 1 week in every 4. The role is based in their Whiteley Operations centre
Salary to £30k to 34k per annum and 5 days per week in office.
The job role includes:
 
* Dealing with helpdesk tickets and enquiries submitted by email alongside answering Live Chat enquires, you will be the first point of contact for customers seeking technical or troubleshooting assistance
 
* Updating and maintaining products, users, passwords and other data for their fully managed clients
 
* Providing 2nd line technical support on Software Servers, Desktop PCs, Networks and email servers.
 
* Handle complex, technical troubleshooting requiring, in-depth knowledge.
 
* Assists with server maintenance, networking, and system administration.
 
* Escalating Tickets to 3rd Line Support when appropriate
 
* Running software and security updates remotely on Windows based systems.
 
* General support admin tasks as required including updating and maintaining their internal knowledge base and customer wiki
 
* Documents technical fixe in the ticketing system to build a knowledge base.

Skills and Experience:

* Windows Server / MS Office / Office 365 experience
 
* Knowledge of Operating Systems in Windows and Linux would be useful
 
* Knowledge of Active Directory and MS Exchange would be useful
 
* Knowledge of any of the following Intune, Zabbix monitoring, Solarwinds & Networking would be beneficial but not essential
 
* Strong communication skills
 
* Strong Written and documentation skills
 
* Enjoys dealing with customer or user issues
 
* Organised and self
-motivated.
 
* Be a problem solver and able to think outside the box to work through user or customer issues
Benefits
 
* Competitive salary
 
* Holiday allowance is 25 days a year (plus bank holiday)
 
* Strong career progression opportunities
 
* Opportunity to earn overtime and on call rota
 
* Excellent pension scheme and employee benefits programme
If this role is of interest, then please send your CV for immediate interview