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William Alexander Recruitment
First Line Support (US)

First Line Support (US)

On site

Pennsylvania, United states

Freelance

19-01-2026

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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

About the Company

William Alexander is a specialist technology and change recruitment agency, working in the London insurance and financial services markets. IT and transformation programmes tend to need a blend of highly skilled contractors and permanent staff, so we specialise in both. We were founded in 2010 by Will and Alex (do you see what they did there?) who still lead the business today. They had worked together in another recruitment consultancy and wanted to strike out on their own, believing they could offer a superior service to... Know more