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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Analyst - **Company:** TrayPort Ltd - **Location:** UK - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Monitoring of Systems, Issue Tracking Systems, Microsoft SQL Server, Networking Basics, TCP/IP, Servicenow - **Published:** August 9, 2026 - **Apply:** https://www.totaljobs.com/job/support-analyst/trayport-ltd-job107815990 ## About the Role * Thrive in a fast paced environment with the ability to prioritise and deliver high quality support under pressure. * Strong problem solving skills, with the ability to think critically, analyse issues and identify effective solutions. * Excellent communication skills, able to explain technical concepts clearly and concisely to clients and colleagues. * Detail oriented and process driven, ensuring accuracy and consistency in all tasks. * Proactive and resourceful with a willingness to take ownership of issues and see them through to resolution. * A team player who collaborates effectively with others, while also able to work independently when needed. Skills and Experience Essential * Proven experience delivering high quality customer support in a fast paced, client facing environment. * Strong problem solving skills, with the ability to quickly assess, prioritise and resolve technical issues. * Excellent time management and multitasking abilities, being able to balance multiple requests while maintaining accuracy and attention to detail. * Ability to absorb information quickly, think critically, and make decisions under pressure. * Clear and professional communication skills, both written and verbal, with the confidence to interact with clients and internal teams. * A degree or equivalent practical experience. Desirable * Experience in a trading environment, particularly within commodities markets. * Understanding of networking fundamentals (TCP/IP) and SQL Server for troubleshooting. * Familiarity with APIs and basic troubleshooting of API-related issues. * Experience using monitoring tools to identify and report system issues. * Experience working with service management platforms like ServiceNow or similar tools. ## Description You will be a member of our Application Support team, working as a Support Analyst in a challenging environment with clients that are mercilessly quality conscious. This is a client-facing role focused on providing frontline support and guidance to our clients, ensuring timely resolution and follow up for issues that arise in business-critical, production environments. You will play a key role in maintaining client satisfaction and delivering high quality support, with opportunities to develop your expertise and pursue career growth within the team., * Provide support as part of a rotating shift schedule, including early mornings, evenings and public holidays as required to meet the needs of our clients. * Be the first point of contact for clients, delivering timely and professional support via phone and ticketing systems for service requests, configuration changes, and troubleshooting issues within our products and services. * Investigate and resolve technical issues by providing clear and concise communication to clients throughout the process. * Process client requests for changes to system configurations and permissions, ensuring that changes are accurately implemented. * Maintain accurate records of client interactions, requests and resolutions using our internal support tools. * Collaborate with internal teams, including Technical Consultants and Product teams to escalate complex issues when necessary. * Provide information and guidance to clients regarding the functionality of our products and services, best practices and available features. * Contribute to the continuous improvement of our support processes and documentation. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Microservices architecture as a key element in building trading systems for global finance markets](https://www.wearedevelopers.com/videos/1196-microservices-architecture-as-a-key-element-in-building-trading-systems-for-global-finance-markets) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Uncertainty Estimation of Neural Networks](https://www.wearedevelopers.com/videos/227-uncertainty-estimation-of-neural-networks) - [Debunking the Top 10 Myths about Web 3](https://www.wearedevelopers.com/videos/634-debunking-the-top-10-myths-about-web-3) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Software Engineer Salary in The UK](https://www.wearedevelopers.com/magazine/231-software-engineer-salary-in-the-uk)