Job Description

Posted 1 week ago

Application Support Engineer (2nd Line)

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

Type: Full-time, Permanent

Salary: £30,000 – £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.

Experience with SQL is a must for this role.

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