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| Job Location | Leicester |
| Education | Not Mentioned |
| Salary | Salary negotiable |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent , full-time |
Purple Rocket Recruitment is working with an IT specialist in Leicester who is looking for a 2nd Line Technical Support Analyst to join their expanding team. The company offers a fantastic work life balance with 2 days working from the office and 3 daysat home with flexibility. This role would be perfect for someone who has previous experience as a 2nd line support who has the passion to progress within the IT field. As a 2nd Line Support Analyst the purpose of the role will be as follows; * To provide appropriate solutions and alternatives to issues (if an option) within the SLA time limits and follow up accordingly to ensure resolution.* Manage escalated 1st Line queries, provide them with guidance on technical queries* To ensure all customer interactions are recorded on the Helpdesk System.* To understand the priority levels for calls through to the Helpdesk and ensure that the escalation process is followed accordingly* Keep up to date with changes to our software and capture potential issues/ flaws, raising these through the relevant channels* Be able to confidently produce bespoke reporting for customers, internal staff and 3rd parties* Review all available information prior to raising with Development, for example SPs, database entries and configuration* Work with QA to troubleshoot/ reproduce complex issues* Troubleshoot 3rd party integrations, escalating to development where appropriate* Using, maintaining and updating the SQL librarySkills Required:* Customer service experience* SQL knowledge* Excellent telephone manner* Technical understanding* Organizational and planning skills * Able to work under pressure* Self-motivated and pro-activeBenefits:* 25 days holiday plus bank holidays* Hybrid working between home and our Leicester office* Healthcare* Pension scheme* Access to Perkbox discounts, to help employees live and work better* Progression opportunities * Be part of an award-winning and expanding business, with over 6,000 users in the Financial Services industryHours of work are Monday to Friday 9-5-30pm