> Markdown version of [/jobs/ext/3163010-first-line-support-analyst](https://www.wearedevelopers.com/jobs/ext/3163010-first-line-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# First Line Support Analyst

- **Company:** FlowPOS
- **Location:** Bradford, UK
- **Salary:** £25,500.0 - £30,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Data Analysis, Software Applications, Application Performance Management, JIRA, Microsoft Online Services, Business Software, Microsoft Outlook, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Payment Systems, Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Payment Gateway, PCI Data Security Standards, Retail Software, Microsoft SharePoint, SQL Databases, Systems Integration, TCP/IP, Wi-Fi Technology, Connectivity Problems, Software Troubleshooting, Peripherals, Information Technology, Laptops, Restful APIs, Zendesk, Servicenow, User Accounts
- **Published:** September 9, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a1ff0f61a1900309

## About the Role

* Experience in a technical support or helpdesk environment.
 * Strong troubleshooting and diagnostic skills.
 * Experience supporting software applications.
 * Knowledge of POS systems and retail technology.
 * Understanding of payment card processing and payment gateways.
 * Experience supporting Microsoft Windows environments.
 * Microsoft 365 administration and support experience.
 * Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
 * Excellent customer service and communication skills.
 * Strong organisational and problem-solving abilities.

Desirable

 * Experience with SQL databases and data analysis.
 * Knowledge of REST APIs and system integrations.
 * Experience with card terminals and payment devices.
 * Understanding of PCI DSS requirements.
 * Experience using ticketing systems such as Jira, Freshservice, Zendesk, or ServiceNow.
 * Basic knowledge of Linux systems.
 * Experience in retail, hospitality, or payment technology environments.
 * ITIL Foundation certification.

Key Competencies

 * Customer Focus
 * Technical Problem Solving
 * Communication and Relationship Building
 * Attention to Detail
 * Ownership and Accountability
 * Time Management
 * Teamwork and Collaboration
 * Continuous Improvement

## Description

* Provide first and second-line support for the company's in-house POS application.
 * Troubleshoot software issues, system errors, configuration problems, and user-reported incidents.
 * Investigate application performance issues and system outages.
 * Support software installations, upgrades, releases, and testing.
 * Escalate bugs and enhancement requests to the Development Team.
 * Maintain documentation, support procedures, and knowledge base articles.
 * Assist with onboarding and training users on POS functionality.

Payment Processing Support

 * Support integrations with multiple payment processors, gateways, acquiring banks, and card terminal providers.
 * Investigate failed transactions, settlement discrepancies, refund issues, chargebacks, and transaction declines.
 * Work directly with payment processors and merchants to identify and resolve payment-related issues.
 * Analyse transaction logs and system reports to determine root causes.
 * Monitor payment processing performance and escalate critical issues when required.
 * Assist with testing new payment processor integrations and terminal deployments.
 * Support PCI DSS compliance activities and security best practices.

IT Support Responsibilities

 * Provide day-to-day IT support to internal users across multiple locations.
 * Set up, configure, and maintain PCs, laptops, printers, mobile devices, and peripherals.
 * Install, configure, and troubleshoot Windows operating systems and business applications.
 * Manage user accounts, permissions, passwords, and access requests.
 * Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint.
 * Troubleshoot network connectivity issues including Wi-Fi, VPN, and internet access.
 * Assist with server, workstation, and endpoint maintenance.
 * Support hardware replacements, repairs, and upgrades.
 * Maintain IT asset registers and equipment inventories.
 * Work with third-party IT suppliers and service providers.
 * Assist with cybersecurity initiatives, software patching, antivirus management, and security awareness activities.

Incident & Service Management

 * Log, track, and manage support tickets through to resolution.
 * Ensure incidents are resolved within agreed service levels (SLAs).
 * Communicate effectively with stakeholders regarding issue progress and resolution.
 * Perform root cause analysis on recurring issues.
 * Participate in on-call support and major incident management when required.