Role Overview
We are looking for a First Line Support Analyst to provide front-line technical and platform support for our events technology platform. This role is critical to ensuring a smooth experience for event organisers, exhibitors, partners, and internal teams before, during, and after live events.
You will be the first point of contact for platform queries and issues, responsible for troubleshooting, resolving common problems, and escalating more complex incidents to second line support. You'll work closely with operations and event delivery teams to ensure our platform performs reliably in high-pressure, time-sensitive environments.

Key Responsibilities

• Act as the first point of contact for all platform support requests via ticketing system, email, and live channels
• Provide timely support to event organisers, exhibitors, and internal stakeholders using the platform
• Troubleshoot and resolve common issues related to user access, configuration, content management, integrations, and event setup
• Monitor platform performance during live events and proactively identify potential issues
• Log, prioritise, and manage incidents and service requests in line with SLAs
• Escalate complex or unresolved issues to second line or engineering teams with clear documentation
• Support platform releases, updates, and event go-lives, including peak-time and live event support
• Maintain support documentation, FAQs, and knowledge base articles
• Communicate clearly and professionally with non-technical users, especially in time-critical event scenarios