Second Line Technical Support Analyst

Avanti are working with a dynamic and growing company, looking for a Second Line Support Analyst. Our operations team is at the core of ensuring seamless technical support for our clients, delivering efficient and effective resolutions to technical queries.

Remote (with occasional office visits close to Oxford for team meetings)

Salary: £30,000 - £35,000 per annum (depending on experience)

Role Overview:

We are seeking a Second Line Technical Support Analyst to join the Operations Team. You will be the escalation point for complex technical support queries, working alongside two First Line Technical Support Analysts and collaborating closely with the Development and Product teams. This role is reactive in nature, but also involves identifying recurring issues and contributing to long-term solutions to enhance system efficiency.

Key Responsibilities:

• Investigate and resolve second-line technical support issues
• Escalate more complex issues to the Development team when necessary, ensuring clear and precise documentation of issues.
• Use SQL queries to extract, analyse, and interpret data to resolve support queries.
• Collaborate with the Development team through daily stand-ups (scrum meetings) to discuss issues and solutions.
• Assist in improving internal processes by identifying common problems and suggesting long-term fixes to reduce recurring tickets.
• Work with ticketing systems (e.g., Freshdesk, ServiceNow) to track and resolve customer support queries.
• Document resolutions and contribute to the company’s knowledge base.
• Support in optimising support tools and processes, including evaluating potential new ticketing systems.
• Communicate effectively with both technical and non-technical stakeholders.
• Participate in sprint retrospectives and product training sessions every three weeks.

Skills & Experience:

Essential:

• Previous experience in a Second Line Technical Support or similar role.
• Strong problem-solving and troubleshooting skills.
• Proficiency in writing and executing basic SQL queries for data retrieval.
• Ability to interpret and navigate relational databases.
• Experience using ticketing systems to manage and track support queries.
• Excellent written and verbal communication skills.
• Ability to translate technical issues into clear explanations for non-technical users.
• Strong analytical mindset with the ability to identify trends in support tickets.

Desirable:

• Familiarity with ServiceNow or Freshdesk.
• Knowledge of software development and debugging processes.
• Understanding of API integrations and troubleshooting.

Working Arrangements & Benefits:

• Remote-first role, with occasional office visits to the office close to Oxford encouraged for team meetings (every three weeks for sprint planning and product discussions).
• Flexible working hours, with core team stand-up meetings at 9:30 AM daily.
• A supportive and collaborative environment, working directly with the Operations, Development, and Product teams.
• Opportunity for career progression into proactive monitoring and process improvement roles.
• Comprehensive benefits package, including pension, flexible working policy, and training opportunities.

Apply now for immediate consideration.