Second-Line Support Specialist Job at Metapic

Product Support Specialist - Institutions

As a Product Support Specialist - Institutions, you will act as the primary prod...

Location

United Kingdom , London

Salary:

Not provided

Opus 2

Expiration Date

Until further notice

Requirements

Provide first and second-line technical support and product guidance via phone, email, and internal support portals to users of our legal technology solutions.
Investigate and resolve escalated software issues, collaborating with QA, DevOps, and Engineering teams to ensure timely and effective fixes.
Assist in developing automation tools and scripts (e.g., Python, Bash) to streamline support tasks and improve data integrity.
Work directly with clients to understand their workflows and deliver tailored technical solutions that enhance product adoption and efficiency.
Document and escalate bugs, feature requests, and client feedback with clear, actionable reporting to the appropriate internal teams.
Support testing and validation of new product features, patches, and releases prior to deployment.
Mentor and support junior team members by sharing knowledge, best practices, and technical expertise.
Promote best practices and drive client engagement through proactive outreach, training, and solution optimization.
Maintain accurate records of support interactions in the helpdesk or incident tracking system, ensuring thorough follow-up and resolution.
Create and maintain user-friendly support materials including how-to guides, FAQs, and internal documentation.

Job Responsibility

Act as the primary product expert and relationship manager for our Institutions client base.
Provide advanced product guidance, ensure SLAs are met across all support interactions for institutions, and become a trusted advisor to client-side support teams.
Bridge client enablement and internal accountability.
Facilitate the delivery of tailored product training, manage ongoing client engagement through site visits and calls, and provide strategic feedback to Product Management.
Ensure our clients receive exceptional, proactive support while helping to shape the future of the product based on real-world use.

What we offer

Contributory pension plan.
26 days annual holidays, flexible working, and length of service entitlement.
Health Insurance.
Loyalty Share Scheme.
Enhanced Maternity and Paternity.
Employee Assistance Programme.
Electric Vehicle Salary Sacrifice.
Cycle to Work Scheme.
Calm and Mindfulness sessions.
A day of leave to volunteer for charity or dependent cover.

Fulltime

Customer Technical Support Specialist

An exciting permanent opportunity has arisen for a Customer Technical Support Sp...

Location

United Kingdom , Cardiff

Salary:

32000.00 - 45000.00 GBP / Year

Brook-St Hiredonline

Expiration Date

Until further notice

Requirements

Proven experience in a customer support or service desk role within a software or SaaS environment
Strong technical aptitude and ability to explain complex concepts clearly to non-technical users
Comfortable working with and helping develop AI-powered support tools
Excellent written and verbal communication skills with a friendly, patient, and professional manner
Experience using support platforms such as Intercom, Zendesk, Freshdesk, or similar ticketing systems
A methodical, detail-oriented approach to troubleshooting and issue documentation
Ability to work on-site at the Cardiff office as part of a collaborative, supportive team

Job Responsibility

Provide first- and second-line technical support via web chat, email, and phone
Diagnose and troubleshoot software issues, escalating with clear and detailed reports when required
Assist customers with onboarding, feature use, and best-practice advice to maximise value from the platform
Use remote desktop tools (DWAgent) to investigate and resolve issues directly on customer machines when needed
Support the rollout and use of AI-assisted service desk tooling, including training and continuous improvement of automated responses
Maintain and update internal and external knowledge base content to ensure accuracy and clarity
Identify recurring issues and share insights with product and engineering teams to drive ongoing improvement
Assist with hardware-related queries, including printer setup (HP LaserJet, Zebra label printers) and peripheral configuration
Collaborate closely with onboarding and training teams to ensure a seamless customer experience from initial setup through to go-live

What we offer

onsite parking
comprehensive benefits package

Fulltime

EV Operations Center Specialist

Circle K eMobility is committed to delivering world-class charging experiences f...

Location

Poland , Warsaw

Salary:

Not provided

Circle K

Expiration Date

Until further notice

Requirements

Strong service mindset and interest in technology and problem-solving
2–5+ years of experience in IT support, technical operations, or similar roles in complex environments
Relevant educational background (e.g., IT, Computer Science, Electrical Engineering) or equivalent practical experience (beneficial, not required)
Comfortable working in a high-paced environment, handling multiple incidents while maintaining structure and quality
Able to prioritize effectively and stay calm under pressure, especially during critical incidents
Understands structured incident management and is familiar with ITSM tools (e.g., ServiceNow, Jira)
Solid system understanding, including the ability to interpret logs, identify patterns, and support root cause analysis
Takes ownership of issues through to resolution, working closely with vendors and third-line teams
Experience with integrated systems (APIs, backend platforms, or hardware-connected environments)
Curious about connectivity, integrations, and protocols (e.g., OCPP/OCPI)

Job Responsibility

Act as second-line support, handling incidents escalated from first line
Perform remote diagnostics and technical analysis of EV chargers and related systems
Take end-to-end ownership of incidents, from investigation through resolution and closure
Collaborate with hardware vendors, software teams, and third-line support to resolve complex issues
Ensure service level agreements (SLAs) and response targets are met
Support and validate root cause analysis (RCA) and contribute to long-term fixes
Monitor network performance (uptime, connectivity, transaction success) and identify trends
Prioritize and escalate incidents based on business impact
Maintain high data quality and structure in ITSM systems (e.g., ServiceNow, Jira)
Contribute to process improvements, playbooks, and knowledge base development

What we offer

Annual bonus
Private medical care
Cafeteria Platform/Multisport
English lessons subsidized by the company
Group insurance
Attractive discounts for products and services at our stations
Employee stock purchase plan
Employee Assistance Program (Lyra)
Modern and convenient office
Trainings & possibility to develop skills in a wide international environment

Fulltime

EV Operations Center Specialist with German

Circle K eMobility is committed to delivering world-class charging experiences f...

Location

Poland , Warsaw

Salary:

Not provided

Circle K

Expiration Date

Until further notice

Requirements

Strong service mindset and interest in technology and problem-solving
2–5+ years of experience in IT support, technical operations, or similar roles in complex environments
Relevant educational background (e.g., IT, Computer Science, Electrical Engineering) or equivalent practical experience (beneficial, not required)
Comfortable working in a high-paced environment, handling multiple incidents while maintaining structure and quality
Able to prioritize effectively and stay calm under pressure, especially during critical incidents
Understands structured incident management and is familiar with ITSM tools (e.g., ServiceNow, Jira)
Solid system understanding, including the ability to interpret logs, identify patterns, and support root cause analysis
Takes ownership of issues through to resolution, working closely with vendors and third-line teams
Experience with integrated systems (APIs, backend platforms, or hardware-connected environments)
Curious about connectivity, integrations, and protocols (e.g., OCPP/OCPI)

Job Responsibility

Act as second-line support, handling incidents escalated from first line
Perform remote diagnostics and technical analysis of EV chargers and related systems
Take end-to-end ownership of incidents, from investigation through resolution and closure
Collaborate with hardware vendors, software teams, and third-line support to resolve complex issues
Ensure service level agreements (SLAs) and response targets are met
Support and validate root cause analysis (RCA) and contribute to long-term fixes
Monitor network performance (uptime, connectivity, transaction success) and identify trends
Prioritize and escalate incidents based on business impact
Maintain high data quality and structure in ITSM systems (e.g., ServiceNow, Jira)
Contribute to process improvements, playbooks, and knowledge base development

What we offer

Annual bonus
Private medical care
Cafeteria Platform/Multisport
English lessons subsidized by the company
Group insurance
Attractive discounts for products and services at our stations
Employee stock purchase plan
Employee Assistance Program (Lyra)
Modern and convenient office
Trainings & possibility to develop skills in a wide international environment

Fulltime

IT Systems Specialist

We are looking for a IT Systems Specialist to join us at Huws Gray! This is a hy...

Location

United Kingdom , Worcester; Pampisford; Llangefni

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Proven experience supporting ERP systems (BisTrack experience highly desirable)
Strong understanding of business processes in a merchanting or distribution environment
Proficiency in SQL for data queries and reporting
Excellent troubleshooting and analytical skills
Ability to manage multiple priorities and work under pressure
Strong communication skills and ability to work with both technical and non-technical stakeholders
Experience with system integrations and APIs
Knowledge of Windows Server environments and networking fundamentals
Familiarity with project management methodologies (Agile or Waterfall)

Job Responsibility

Provide first and second-line support for BisTrack ERP and related business systems
Troubleshoot and resolve system issues promptly to minimise business disruption
Maintain system documentation, user guides, and knowledge base articles
Monitor system performance and implement improvements where necessary
Assist in planning, configuring, and implementing new features and modules within BisTrack ERP
Collaborate with stakeholders to gather requirements and translate them into technical solutions
Support data migration, testing, and user training during project rollouts
Ensure projects are delivered on time, within scope, and aligned with business objectives
Manage user accounts, permissions, and security settings within BisTrack ERP
Perform regular system health checks and apply updates or patches as required

What we offer

Competitive rates of pay
24 days annual leave in addition to recognised public and bank holidays
Company attendance and performance bonuses
Company pension scheme – in line with auto enrolment
Death In Service
Career progression and personal development opportunities
Being part of a “team” as opposed to just being a number
Staff discounts on items purchased from any of our nationwide branches

Fulltime

Operational Risk Specialist

Adyen is looking for an Operational Risk Specialist in our Amsterdam office to j...

Location

Netherlands , Amsterdam

Salary:

Not provided

Adyen

Expiration Date

Until further notice

Requirements

2–4 years of relevant professional experience in Operational Risk Management at large financial institution, large tech company or other (global) corporation, in a second-line capacity (internal or consulting)
foundational understanding of the components of a robust ORM framework
proactive, energetic mindset
lifelong learner
hands-on mentality
experience supporting projects and ensuring tasks stay on track to deliver measurable outcomes
strong communication skills
interest in or some experience with Data Risk Management is a plus

Job Responsibility

Focus on Operational Risk to help manage risks in an efficient and scalable manner
support the enhancement and rollout of our global Framework while developing into a subject matter expert
contribute to core ORM activities, such as tracking risk appetite, logging operational loss events, and assisting with scenario analysis and issue management
collaborate with first-line stakeholders to help integrate risk considerations into new projects, and support the improvement of processes and policies
work alongside the Internal Control team and other second-line functions (e.g., Regulatory, Compliance) to help ensure appropriate risk responses
take a supporting and advisory role in different types of risk assessments across the organization
assist in preparing clear Operational Risk reports for Management and Risk Committees to provide an accurate view of the landscape
develop an awareness of evolving technological and regulatory developments to help keep our ORM approach future-proof

Fulltime

Senior Network Specialist

We are seeking an experienced network professional to provide second-line techni...

Location

India , Bangalore

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

An experienced telecommunications professional with at least five years’ experience in fixed network technologies
A subject matter expert in optical and transmission networks, with strong analytical and problem-solving capability
Self-motivated, with the ability to independently identify, own, and resolve technical and process-related challenges
Customer-focused, with a proven track record of delivering high-quality service in complex operational environments
Comfortable working in an international context, particularly supporting UK and European stakeholders, with strong written and verbal communication skills

Job Responsibility

Provide second-line technical support for SDH and Optical transmission services
Proactively and reactively manage faults, performing advanced troubleshooting and service restoration
Take ownership of complex technical escalations and lead resolution activities during high-impact incidents
Engage directly with internal teams, customers, and suppliers during incident management and service reviews
Identify and deliver opportunities for automation and continuous improvement of knowledge bases and operational processes
Act as a subject matter expert, sharing best practices and technical knowledge across the wider technical community

What we offer

Exposure to complex, high-impact enterprise network environments within Vodafone UK operations
Opportunities to influence service quality, customer experience, and operational best practices
Collaboration with diverse, international stakeholders across technology, operations, and suppliers
A role that values technical expertise, ownership, and continuous improvement

Medical Information Customer Experience Specialist

We are recruiting a Medical Information Customer Experience Specialist (Swedish-...

Location

United Kingdom , Tadworth, Surrey

Salary:

24.00 GBP / Hour

SRG

Expiration Date

Until further notice

Requirements

Degree in a life science or healthcare-related discipline
Native or C2-level proficiency in Swedish, with strong English language skills
Strong written and verbal communication skills
High attention to detail and a strong customer service mindset

Job Responsibility

Research and respond to medical information enquiries via phone, email, webform, live chat, and post, in line with agreed timelines and quality standards
Accurately document enquiries and responses in accordance with SOPs, work instructions, and regulatory requirements
Identify and report adverse events and product quality complaints within required timelines
Provide customer responses in Swedish using approved English-language source materials
Support second-line medical information activities, including escalation management and content creation, where required
Ensure continuity and consistency of service across countries of coverage, working closely with Medical Information colleagues and local leads
Identify and support continuous improvement initiatives to enhance processes and customer experience
Represent Medical Information in country office activities where required, including meetings, reporting, and internal training
Support country relationship management for designated markets
Act as a point of contact for country-specific medical information updates and ensure data remains accurate and current

Fulltime

Second-Line Support Specialist

Metapic

Location:
Sweden

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
March 13, 2026

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