Junior 2nd Line Support Analyst

Job Description

Working Model: Hybrid Working.

Employment status: Full-time, Permanent. Working hours: Monday to Friday, 9:00am – 5:00pm.Out of Hours standby duty to support system incidents will also be required. This is 1 week rotated amongst team members. Office Location: Stansted Abbotts, England. Reporting to: 2nd line Support Team Lead In this role you will add value to PXP by: In this role you would be responsible for providing 2nd line support to PXP customers and support teams for problems, incidents and projects.Normal working hours for this position will be Monday to Friday, 9:00 am to 5:00pm. Whilst Shift rotation is not a requirement, there will be the requirement for out of hours cover and support as part of normal duties. A typical week as a Junior 2nd Line Support Analyst might involve:
Conducting technical investigations on behalf of other business departments, namely: Reviewing, qualifying and resolving customer requests related to payment processes Creating, configuring, and maintaining environments to replicate customer scenarios Communicating a clear and concise resolution to internal and external stakeholders Triggering escalations to 3rd line Tech Ops Teams in accordance with escalation guidelines and requirements Raising bug fixes and product enhancements with PXP Development Teams. Managing Customer projects whilst organising and coordinating resources with other Support teams regarding: Regression (test environment) support Monitoring application rollouts Supporting compliance updates Monitoring payment process success rate Proactively seeking and absorbing knowledge of new PXP products, features, and services to meet or exceed strategic objectives for Support. Analysing ticket trends and alerts to identify root cause fixes. Providing an out of hours on call support function for technical escalations, priority incidents and performance issues. Ensuring all incidents are dealt with in a professional and courteous manner with the aim of finding resolution to problems in a prompt and efficient manner, achieving high turnaround. Providing flexible support in line with business requirements. Ensuring that PXP Incident Management procedures are explicitly followed. On occasion, attending customer’s site for technical escalations and engineering cover.
We are looking for someone who:
Can take responsibility for a task and act on own initiative to complete any given objective. Is customer and service focused. Possesses excellent verbal and written communication skills. Can multitask and prioritise workload. Demonstrates ability to improve processes and propose new product improvements. Has a driven and helpful attitude towards work and colleagues. Possesses confidence when dealing with internal and external colleagues, partners and customers. Can handle pressure in a calm and professional manner, in any situation. Possesses excellent organisation and planning skills.
We would love someone to have any of the following:
Fintech or payments industry knowledge or experience Tech-savvy Multi-lingual. A full UK driving license and access to a vehicle.
What we can offer you:
Competitive package and other employee benefits such as: Hybrid Working. 25 days holiday (excluding public holidays). Social events. Free onsite parking. Employee Assistance Programme. Private Healthcare, after 2 years’ service. Life Assurance, after 2 years’ service. Offices close to transport links. Small and friendly team. A diversified range of activities in an international environment. To be a part of a supportive and dynamic team with ambitious, yet realistic objectives for the future. An open communication culture.
About us PXP Financial is a well-established and respected name within the card payment industry.We boast an impressive and diverse client database across the globe and have over 30 years of experience within the payments space.Our people are employed across our regional offices located in the UK, Austria, Bulgaria, India and the US.PXP are a leading payment provider with a reputation of a reliable payment and acquiring platform as well as offering operational excellence and best in class service for all of our clients.We strongly believe these are fundamental values which contribute to our customers success because for our clients, regardless of sector, taking payment is one of the most important parts of their business.The UK office is open daily, has free onsite parking, and is ideally placed within a 5-minute walk from the train station located in a small and friendly village.We listened to our employees and now offer a fantastic hybrid working option, with a minimum two days in the office and optional 3 days home working.

---