Senior Support Analyst
The Job

The Lead Agency has experienced significant growth over the last year and an opportunity has arisen for a 1st & 2nd Line Support Analyst within our IT Team. This role will be required to triage all incoming software support requests, addressing BAU technical tasks wherever possible and then raising tasks to development teams where further support is required.

The role will be both internal and external client focused and therefore include support and training for external clients using our client software products.

Initially reporting to the Support and Infrastructure team leader, there is the potential this role will evolve into a team leadership role itself as the support function grows.

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
  • Investigate and resolve issues/tasks where possible
  • Escalate complex issues to development teams as required
  • Provide client software training and release support
The Skills

The right candidate needs to demonstrate a clear ability to prioritise work under pressure, manage complex technical tasks and know when to seek assistance. Communication is a key focus and you must be adept at building strong relationships with both internal and external stakeholders and clients.

You will be working in an innovative ‘tech’ environment. The right candidate will demonstrate a passion for technology and be been to learn.

You would ideally have experience/knowledge of:

  • Database querying using SQL Server
  • Triage/Ticket Management
  • General troubleshooting and technical investigation
  • Consulting with business stakeholders and working to tight deadlines
  • External client support and training
  • System configuration and support
  • Excellent communication skills
  • Able to build basic user guides

A ‘can do’ attitude is a must and the successful support analyst will have the opportunity to fast track their career both in terms of knowledge, training and responsibilities.

The Company

The Lead Agency is a performance and technology business that helps companies to acquire new customers.

We use our own digital assets, emerging technologies and a unique network of premium UK publishers to find and engage hard-to-reach in-market consumers as they research their next purchase online. Our proprietary lead technology and in-house contact centre teams then process the data we generate – from initial enquiries through to the secure distribution of qualified leads to our clients’ CRM.

We have been in business since 2002 and specialise in automotive and property. Our extensive client list includes BMW, VW Group, Mercedes-Benz, Ford, Hyundai, Yopa and eMoov.


Ambitious businesses need ambitious people – and that’s exactly what we’re looking for at TLA. Our journey – from a start-up business in 2002 to one of the UK’s fastest-growing tech companies – owes a lot to our focus on continuous improvement and striving to be the best that we can be.

We want to grow with people who share that ethos; who can bring something special to the team but have that desire to keep improving. This role is an exciting opportunity to contribute to an award-winning team and fulfil your potential within a growing business.


  • Award-winning performance and technology business based in Liverpool and London
  • 100-strong team spanning roles in development, design, UX, digital marketing, customer service, quality assurance, product ownership, account management and more.
  • One of the UK and Europe’s fastest-growing tech companies:
    • Tech Track 100 (The Sunday Times)
    • FT1000 (Financial Times)
  • Fifth-fastest growing tech company in the north of the UK (Tech Nation)
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.

Apply for this position

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

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

Position: Senior Support Analyst

Thank you for submitting your application. We will contact you shortly!

Employment Type
Full Time
Beginning of employment
Duration of employment
Head Office
The Lead Agency, 20 Chapel Street, L3 9AG, Liverpool, Merseyside
Valid through
31 August 2018
Base Salary
£ 30000 - £ 35000
Date posted
25th January 2019