Application Support Engineer (2Nd Line)

Application Support Engineer (2nd Line)

Location: Woking (2 days in the Woking office, 3 days remote)

Type: Full-time, Permanent

Salary: Up to 35,000 DOE

Pyramid are working with a growing fintech company in Woking, looking to add to their support team. This role offers the opportunity to be a part of a growing organization, contributing to the support and maintenance of bespoke software solutions for clients on a global scale.

Responsibilities:

• Collaborate with an established team of Support Engineers to provide second-line support for proprietary software applications.
• Troubleshoot and resolve technical issues reported by clients, ensuring timely and effective solutions.
• Utilize ticketing systems to manage and prioritize support requests, maintaining accurate and up-to-date records.
• Execute SQL queries and analyse database structures to address and rectify data-related issues.
• Communicate proactively with clients, offering clear explanations of technical solutions and updates on issue resolution progress.
• Participate in continuous improvement efforts by identifying recurring issues and suggesting process enhancements.
• Contribute to the development and maintenance of comprehensive support documentation.

Requirements:

• Prior experience in a support role, demonstrating a solid understanding of customer-centric support principles.
• Proficiency in ticketing systems to effectively manage and track support requests throughout their lifecycle.
• Strong knowledge of SQL, capable of querying databases and diagnosing data-related problems.
• Hands-on experience in supporting software applications, ideally in a fintech or related industry.
• Excellent communication skills, both written and verbal, enabling effective interaction with clients and internal teams.
• Problem-solving aptitude and a proactive approach to troubleshooting technical issues.
• Ability to work independently and collaboratively within a team environment.
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.

Benefits:

• Hybrid work model.
• Competitive salary package, up to 35,000 depending on experience.
• 25 days Off, in addition to bank holidays and your birthday off.
• Access to life insurance coverage.
• Private health care benefits.
• Pension scheme.
• Engage in staff socials.