IntaPeople is excited to partner with a leading global Fintech organization that is experiencing substantial growth and is looking for a talented IT Support Analyst to enhance their Support team. This opportunity is available to fully remote candidates within the UK, provided they possess the legal right to work in the UK without restrictions.

In your pivotal role within the Client Services team, you will deliver top-notch technical support to our corporate clients, offering expertise on platform issues and serving as the primary liaison for communications regarding any technical challenges. You will work closely under the guidance of the Head of IT Global Support, collaborating with diverse teams including Project Managers and Solution Design Engineers.

To thrive in this position, you should have at least one year of experience in IT Support or a similar customer-facing role, demonstrating exceptional troubleshooting abilities. Familiarity with the SaaS industry, experience managing enterprise client relationships, and a foundational understanding of networking concepts will be beneficial, though not mandatory.

Key Responsibilities:

• Act as the go-to contact for technical challenges faced by large organizations.
• Address support requests within service level agreements (SLAs), showcasing your technical proficiency.
• Engage in issue triage, resolving customer-reported problems, defects, and inquiries.
• Conduct advanced troubleshooting and log analysis while collaborating with customers to devise effective solutions.
• Manage customer communications throughout the entire lifecycle of their issues.
• Serve as an escalation point for high-priority incidents, including a few on-call shifts each month.
• Maintain an up-to-date knowledge of the Lightico platform and its functionalities.
• Document case resolutions to enhance support scalability and self-service options.
• Take a proactive role in internal projects within the Support organization.
• Stay informed about ongoing maintenance, new features, and bug fixes.

Shift Patterns:
As you assist clients across the UK, Europe, and North America, your schedule will include shifts in the following time frames:

• 08:00
• 10:00
• 15:00

Position Overview:

• Starting Salary: £28,000 – £32,000, depending on experience (inclusive of shift allowance)
• Fully remote (UK applicants only), with offices located in Wales and London
• Shift patterns ranging between 08:00 and 23:00
• Enjoy 25 days of annual leave plus bank holidays
• Option to purchase or take additional annual leave days
• Participate in a Cycle to Work scheme
• Access to an Employee Wellbeing program, including Perkbox
• Life Assurance coverage (4x salary)
• Budget allocated for personal development and training initiatives

If you are eager to further your career in a dynamic environment, please hit "APPLY" now or contact Nathan Handley at (phone number removed) for additional details.