L2 Software Support Analyst

L2 Software Support Analyst - Financial Services / SQL / SaaSLocation: BlackburnSalary: £35,000-£38,000 We''re recruiting an L2 Software Support Analyst to take ownership of complex application issues and work closely with customers, developers and QA teams to get them resolved.Previous experience working within financial services is essential for this position. This could include mortgages, lending, banking, wealth management or another regulated financial-services environment.This is a strong opportunity for someone with experience supporting a SaaS platform or bespoke software product who enjoys properly investigating problems rather than simply logging and escalating tickets.You''ll join a close-knit team that values strong customer service, collaboration and people who are looking to build something long term.What you''ll be doingInvestigating and resolving second-line software and application support ticketsRunning approved SQL scripts and making basic database amendmentsUsing RDP to access client environments and diagnose issuesReproducing reported problems and identifying potential defectsWorking directly with developers and QA teams to resolve technical issuesSupporting the deployment and testing of fixes in test environmentsCommunicating technical issues clearly to financial-services customersKeeping customers updated throughout the investigation processRecording resolutions and maintaining clear technical documentationIdentifying recurring issues and helping ..... full job details .....