Help Desk / 1st Line / 2nd Line Support Analyst - Top UK Fintech Systems company - Whiteley, Hampshire

We are recruiting for a 1st / 2nd Line Support Analyst for a forward-thinking Fintech Software company providing world class Payments solutions for Retail, Commercial and Hospitality businesses here in the UK and abroad.

The 1st / 2nd Line Support Analyst will ideally have worked in a helpdesk environment to provide support to internal teams on their Software & Hardware solutions and will also work with customers in the UK and around the world on tech issues with their software platform.

This is a Uk offices hours role but there will be a need to work on a support rota for 1 week in every 4. The role is based in their Whiteley Operations centre

Salary to £30k to 34k per annum and 5 days per week in office.

The job role includes:

* Dealing with helpdesk tickets and enquiries submitted by email alongside answering Live Chat enquires, you will be the first point of contact for customers seeking technical or troubleshooting assistance

* Updating and maintaining products, users, passwords and other data for their fully managed clients

* Providing 2nd line technical support on Software Servers, Desktop PCs, Networks and email servers.

* Handle complex, technical troubleshooting requiring, in-depth knowledge.

* Assists with server maintenance, networking, and system administration.

* Escalating Tickets to 3rd Line Support when appropriate

* Running software and security updates remotely on Windows based systems.

* General support admin tasks as required including updating and maintaining their internal knowledge base and customer wiki

* Documents technical fixe in the ticketing system to build a knowledge base.

Skills and Experience:

* Windows Server / MS Office / Office 365 experience

* Knowledge of Operating Systems in Windows and Linux would be useful

* Knowledge of Active Directory and MS Exchange would be useful

* Knowledge of any of the following Intune, Zabbix monitoring, Solarwinds & Networking would be beneficial but not essential

* Strong communication skills

* Strong Written and documentation skills

* Enjoys dealing with customer or user issues

* Organised and self -motivated.

* Be a problem solver and able to think outside the box to work through user or customer issues

Benefits

* Competitive salary

* Holiday allowance is 25 days a year (plus bank holiday)

* Strong career progression opportunities

* Opportunity to earn overtime and on call rota

* Excellent pension scheme and employee benefits programme

If this role is of interest, then please send your CV for immediate interview