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Job 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
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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.
- 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.