Technical Support Agent (Level 1 Service Desk) (English UK)
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Sykes Global Services are currently looking to recruit a Level 1 Service Desk team to support a brand-new client who has recently joined the business. Our client is a software company who has developed a new cloud-based infrastructure in order to deliver a more robust and reliable banking service to the world’s leading banks.
Our goal is to find individuals who are either trained and qualified in the technical industry or who are enthusiastic towards the future of tech and how this can be implemented to bring banking into the future.
About the job…
As a people-led technology business, our success relies on attracting and retaining the very best talent with the highest level of skills and capability to develop our business. Join us and you will be part of a team supporting a digital banking platform at the forefront of innovation, transforming banking and the wider FinTech sector. Guided by our strong values of Transformation, Integrity and Impact, we support, respect and collaborate with our customers, partners and each other.
Working from our offices in Edinburgh, the Service Desk team will be supporting our client agnostic, cloud-based banking platform.
In this role, you will support innovators and leaders in banking and financial services, big-technology and consumer-focused industries – proven practitioners who understand how to meet the evolving needs of businesses and consumers.
Our Technical Support (Tier 1) are leaders too, drawing on experience in and outside of financial services to deliver exceptional support to our clients.
What unifies our business is an ambition to transform banking.
What You’ll Do
- Provide outstanding technical assistance to our clients through live troubleshooting and problem isolation.
- Providing clear and excellent customer care to our clients, ensuring a high customer satisfaction through our internal ticket system, chat, calls and email.
- Pro-actively take ownership of open issues and interact successfully with management and the engineering team.
- Ensure customer satisfaction through end-to-end management of each service request by maintaining service status, periodic review of calls with reference to escalation timeframe and timely closure.
- Follow-up with the client until the issue is resolved.
- Identify, analyse and solve product related queries and issues.
- Demonstrating an ability to troubleshoot, analyse and identify solutions using existing guidelines and tools.
- Utilising internal tools and systems.
- Working as part of a team.
- Constantly learn, expand and share your knowledge.
Skills You’ll Need…
- Fluent level of English
- Must love working with technology and want to learn new aspects of it
- True team player, no 9-5 mentality
- Inquisitive, bright and creative problem-solver
- Strong client-facing communication skills
- Strong sense of ownership and drive to go the extra mile to solve an issue
- Experience using IT support tooling and runbooks
- Ability to troubleshoot problems, research and find answers to client questions
- Ability to work under pressure
- A background in coding, programming or software development is a requirement.
Desirable Skills
- College or University degree in Computer Science or similar
- Industry recognised technical certifications such as AWS, N+, A+
- ITIL certification
- Experience providing support for cloud-based technologies
- Basic knowledge of programming languages, operating system principles, networking, and software development principles
- Interest in troubleshooting large-scale distributed systems
Working Hours
- Flexibility to work on a shift rotation
- Shift rotation to provide 24x7 support
- You would work 40 hours over 5 days a week
**ALL CANDIDATES ARE SUBJECT TO CREDIT CHECK and BACKGROUND CHECKS**