Support analyst

The company

The Lead Agency is a fast-growing technology business with 15 years’ experience in lead generation and customer acquisition. We are a trusted growth partner to some of the world’s biggest and most ambitious organisations.

We connect consumers to products and services that fulfil their needs, help organisations to find and acquire new customers and enable publishers to monetise their audiences.

We are a thriving company with over 100+ specialists located across our Liverpool HQ, London and New York offices.

The Lead Agency is made up of talented, creative and determined people.  We seek ambitious forward thinkers who are equally passionate and driven for career success.

The job

You will be joining The Lead Agency’s support & infrastructure team as a 1st & 2nd line software support analyst. In this role, you will be manning the IT service desk, picking up all software based tickets and fielding any client calls regarding use of our cloud based client reporting tools.

You will address issues and provide support where you can, escalating tickets to the development teams as required.

This is the start of a new team within the business as software support has previously handled directly by the development teams. This means you will have the chance to shape process and workflow, bringing your experience from previous roles. The infrastructure is all in place and the teams currently use JIRA Helpdesk software for ticket management.

You will report directly to the Support & Infrastructure Team Leader but will also work closely with the development teams.

The responsibilities

Your main daily focus will be as follows:

  • Triage support tickets using the JIRA Helpdesk system
  • Handle incoming client support telephone calls as required
  • Resolve issues and provide direct support where possible
  • Escalate issues to development teams as required
  • Perform daily checks to ensure all critical applications and systems are operating to agreed standards

The ideal candidate & skills

We are looking for an excellent communicator, confident in dealing with major clients. You will also be a skilled technician with knowledge of .Net development and SQL. The following are mandatory:

  • At least 2 years’ experience working in a client facing 1st line support role
  • Excellent verbal and written communication skills
  • Technical knowledge with .Net development (C#) and SQL

The culture

The Lead Agency is a fast-moving and creative company that believes that if something is worth doing, it’s worth doing right.

We value ambition and persistence, and we encourage each other to drive progress through continual improvement and innovation. We’re working on exciting projects with the potential to transform our industry and allow us to expand both in the UK and internationally.

Our headquarters offer one of Liverpool’s best locations to work in – a bright, open plan office on the 13th floor of the Unity Building, offering spectacular panoramic views of our city.

Balance is important to us, which is why we offer flexible working hours, free personal training and squash games, subsidised gym membership… and a free office bar every Friday! In addition, we have regular nights out and charity events throughout the calendar.

The application

The Lead Agency appreciates the time you’ve taken to consider the details and we welcome your application.

To begin your application please send your CV or LinkedIn profile to or call +44 (0)151 221 9889 to discuss the role.

Alternatively, apply below.