2nd Line Support Analyst

7 days ago

London, United Kingdom Byron Recruitment Full time

This role is working for FinTech that operates in 8 countries and are growing their team.

The 2nd Line Support Analyst is a varied role which would be ideal for someone with a technical support background who wanted to develop their career and get really hands on with a sophisticated global product.

**Responsibilities**
- Application support of the core platform
- Supporting the product and content team with key platform administrative tasks
- Working together with the Business Analyst to providing user acceptance testing support for new platform features
- Assisting product and client teams with new feature operationalisation
- Provide technical support and assistance in new client setups
- Trend analysis using Elasticsearch and Kibana
- Maintaining and utilising system monitoring and reporting functionality to improve service offering
- Provide a key technical point of contact for operational and support team queries
- Working in partnership with other business areas to identify, triage and fix technical problems, including liaising and escalating to the Technical Operations Lead when necessary
- Document and update IT support and knowledge management materials
- Supporting internal services such as Azure AD, Exchange and Office 365
- Assisting with security audits, backup procedures, and redundancy strategies

**Skills and experience**
- Two years’ experience in a first or second-line technical product or service focused support role
- Expertise in troubleshooting incidents and providing support to other internal teams
- Proven experience in learning and supporting a core internal platform
- Excellent communication skills, both written and verbal
- Good interpersonal and organisational skills
- High level of accuracy and attention to detail

*

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