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Technical Support Specialist
About Vida Bank
Vida Bank provides competitive savings products through Vida Savings and specialist mortgage solutions through Vida Homeloans.
Our mortgage business supports Buy to Let (BTL) and residential borrowers (ROO) who are underserved by mainstream lenders. Our mortgage customers include:
- Buy to Let investors
- Self-employed individuals
- People with multiple jobs
Our savings proposition is fully online, focusing on fair, transparent, and competitive rates. Our typical customers are active savers who actively seek better savings accounts beyond their current providers.
Our purpose is to "Help More People Find a Place to call Home", and we prioritise serving customers with complex needs who are often excluded from mainstream lending. By blending cutting-edge technology with skilled, empathetic underwriting, we solve real-world problems through our exclusive intermediary partnerships.
As a fully regulated UK-based bank with growth aspirations, we prioritise a strong, well-defined job description, guiding our culture and fostering the right behaviours. A female-led leadership team, reflected by 50% of senior roles filled by women, combined with a diverse and inclusive workplace, we’ve ranked as:
- #100 UK’s best mid-sized companies to work for
- Finalist at the Financial Reporter Women’s Recognition Awards
Based in London, Newcastle, and Skipton, Vida brings teams together to collaborate while empowering flexibility—colleagues enjoy remote and hybrid working options.
Our Culture
Built around an ethos of caring, our Vida Values define how we:
- Run our business
- Support our customers
- Engage with stakeholders (colleagues, company, and communities)
We approach our customers, colleagues, and communities through a shared cultural framework, aiming for the right outcomes for all.
Joining Vida means:
✅ Sense of belonging in a collaborative, diverse environment ✅ Empowerment to drive outcomes ✅ Inclusivity from application to interview and beyond
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We strongly believe dividual expertise leads to better customer outcomes, so our workforce reflects a rich blend of skills and perspectives.
Technical Support Specialist
Role Overview
This Technical Support Specialist provides high-quality 1st and 2nd line technical support, including incident resolution and escalation management.
Your responsibilities include:
- Analysing and tracking trends to prevent repeat issues and improve efficiency
- Adhering to secure banking governance processes
- Collaborating with stakeholders while maintaining a proactive, solutions-focused approach.
The role enriches both service quality and user experience, ultimately bolstering team capabilities.
Key Responsibilities
✔ Deliver technical support (HW/SW/business applications) in a fast-paced, regulated environment.
✔ Own incidents and requests end-to-end, ensuring:
- Timely resolutions
- Proactive escalation when needed
- Clear communication across teams
✔ Build and configure devices (new starters/write-offs) using MS Intune and proven processes.
✔ Support core platforms, including:
- Mortgage Originations systems
- Integrated services Collaborate with cross-functional teams as needed.
✔ Curate and maintain technical knowledge—resources include:
- Troubleshooting guides
- Updated references Continuously align content with evolving processes.
✔ Proactively monitor ITSM ticket queue to:
- Prioritise effectively
- Resolve in line with Service Level Agreements (SLAs)
- Fleecing inefficiencies.
✔ Ensure complete ticket documentation, providing the Head of Technology Operations with clear insights for overall analysis.
✔ Continuously improve support processes, developing initiatives to:
- Reduce resolution times
- Increase team capacity
- Elevate service quality.
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✔ Mentor peers to foster a collaborative, high-performing environment—expand the team’s technical knowledge.
✔ Participate in major incident response, resolving and communicating with policy-aligned clarity.
Requirements
- 4–6 years of 1st/2nd line support experience, preferably in regulated or banking environments.
- Strong stakeholder communication and relationship management skills.
- INDISPENSABLE CAREER-RELATED CERTIFICATIONS:
- CompTIA A+
- ITIL Foundation
- Microsoft 365, Endpoint, Azure Fundamentals (or related tech areas)
- Expertise in troubleshooting:
- Windows OS
- Microsoft 365
- Business applications
- Experience with device setup using:
- Windows Autopilot
- Microsoft Intune
- Familiar with core infrastructures:
- Active Directory
- Microsoft Entra ID (Azure AD)
- Remote support tools (e.g., Remote Desktop, together tools)
- Practical knowledge of ITSM tools, including:
- Ticket analysis
- Incident management
- Change control processes
About Our Values
At Vida, we break conventions that foster exclusion or harm. We’ve shaped our Culture around innovation, openness, and thought leadership that challenges the status quo for the better.
We value: Visionary – We innovate boldly, think big, and push boundaries collectively.
《Inclusive – We value differences, welcoming people to be themselves and trusting their expertise._
»** Dynamic – Fast-paced, adaptable, and never settling for "good enough."
《Authentic – Honest and transparent: you see honesty in the people and technologies we champion._
Benefits
Vida’s comprehensive benefits package supports work-life balance and career growth. Additional details available upon application.
(Contact outreach and external hiring communications provide further specifics.)
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