About us

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 find themselves underserved elsewhere. Our mortgage customers range from Buy to Let investors, to the self-employed and customers with multiple jobs.

Our savings proposition is delivered online via our website, and is focussed on providing savers with fair, transparent and competitive rates. Our typical customers are active savers, who tend to look beyond their current account provider for savings accounts.

Our business model and strategy are underpinned by our core purpose to ‘Help More People Find a Place to call Home’.

We are here to help the under-served, especially those with more nuanced personal circumstances or borrowing needs who are not able to access a mortgage from a mainstream mortgage lender. Working exclusively with intermediary partners, we combine cutting-edge technology with skilled and caring underwriting expertise to solve complex customer problems.

As a fully regulated UK based bank with ambitious growth aspirations, we recognise the importance of having a clearly articulated culture strategy and the need to actively manage how it embeds in the business together with the behaviours which exemplify it.

As a recognised Best Companies Top 100 mid-sized company to work for in the UK and a finalist at the Financial Reporter Women’s Recognition Awards, we take pride in our diverse workforce, championing both ethic and gender diversity through our EDI commitments.

Having met the target set by being a member of the HM Treasury Women in Finance Charter we have 50% of senior management roles filled by women.

With offices in London, Newcastle and Skipton, we bring our teams together regularly to collaborate and empower our colleagues to have more choice around when and where they work on the days they are not in the office, with colleagues working remotely in various locations across the UK.

Our Culture

We are proud to have built a culture founded on an ethos of caring, and that sits at the heart of our Vida Values, driving the way we run our business, support our customers and other stakeholders on a daily basis.

We genuinely care about delivering the right outcomes for all our stakeholders who we consider through the cultural framework as our customers, colleagues, company and communities that we operate in.

By Joining Vida you will have a sense of belonging in what is a diverse and collaborative environment, where you will be empowered to take responsibility for driving delivery.

We embrace a diversity of backgrounds and experiences in our people, in the deeply held belief that better outcomes are achieved for customers when our colleagues are better placed to empathise with and understand their unique circumstances. From application to interview, we place inclusion at the heart of all we do.

Role Overview:

The Technical Support Specialist provides hands-on 1st and 2nd line support, resolving incidents and managing escalations across the business. The role focuses on proactive ticket management, analysing trends to reduce repeat issues and improve service efficiency. Operating within a regulated banking environment, it requires adherence to incident, change, and governance processes. Strong stakeholder communication is essential, alongside a proactive, solutions-driven approach to improving service quality, user experience, and team capacity.

Key Responsibilities:

• Provide high-quality 1st and 2nd line technical support for hardware, software, and business applications within a fast-paced environment.

• Take full ownership of incidents and service requests, ensuring timely resolution, proactive escalation where required, and clear business communication throughout.

• Build and configure endpoint devices for new starters and replacements using predefined processes leveraging MS Intune

• Support core platforms including the Mortgage Originations platform and integrated services, collaborating with other technical teams where required

• Develop and maintain technical knowledge base articles and troubleshooting guides, ensuring they are updated as processes evolve or new services are introduced, and that the team remains fully aligned.

• Proactively monitor the ITSM ticket queue, ensuring tickets are assigned, prioritised, and resolved in line with SLAs and business expectations.

• Ensure tickets are closed with accurate categorisation and sufficient detail, enabling the Head of Technology Operations to perform effective and comprehensive ticket analysis.

• Continually assess and improve support processes and workflows, driving initiatives that enhance service quality, helping to reduce resolution times, and free up team capacity.

• Support team members, fostering a collaborative and high-performing team culture, using own experience to broaden knowledge within the team

• Collaborate on major incident response activities, ensuring timely resolution and communication aligned to policy and process.
  

Requirements:

• 4–6 years’ experience in 1st/2nd line support, preferably in a regulated or banking environment

• Strong communication and stakeholder management skills

• Relevant certifications (e.g. CompTIA A+, ITIL Foundation, Microsoft 365/Endpoint/Azure Fundamentals)

• Proven troubleshooting across Windows OS, Microsoft 365, and business applications

• Experience with Autopilot and Intune for device builds

• Working knowledge of Active Directory, Entra ID (Azure AD), Intune, and remote support tools

• Familiarity with ITSM tools, ticket analysis, incident management, and change control processes
  

Our Values

Our values are well established and recognised throughout our organisation. They provide a frame of reference for the behaviours expected from our colleagues every day.

We find ways to break old conventions, especially those which cause exclusion or customer harm. We look for these qualities when hiring new talent into the organisation, and they underpin our approach to personal development and performance management for all our people. At the heart of this is the fact we care about our Customers, Our Colleagues and our Communities. We are:

Visionary - We innovate and break old habits, thinking big and pushing boundaries together as one team

Inclusive - We value each other’s differences and work to see people for who they really are

Dynamic - We are flexible and fast, cutting through complexity and never accepting second best

Authentic - We are honest and genuine, what you see is what you get

Benefits

We offer a comprehensive benefits package to support our employees’ professional and personal needs. Further details can be provided upon application.