Details:
- Salary: £30,000 - 35,000 - Annum
- Job Type: Permanent
- Job Status: Full-Time
- Salary Per: Annum
- Location: Woking Surrey
- Date: 2 weeks ago
Description:
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