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2nd Line Support Analyst
Jago ConsultantsBury St Edmunds, GB29 days ago
Salary
£25,000.00–£27,000.00 yearly
Job type
- Permanent
Job descriptionMinimum of 2-3 years experience supporting SMEs (MSP preferred) Confident with onsite visits and working with clients at their premises Be process driven and highly focused around process improvement Excellent communication skills A professional manner and appearance Skilled in time management and planning Good attention to detail and the ability to take control of a situation and make the client feel confident. Monday to Friday 8am – 5pm Salary £25,000 – £27,000 + 2k KIP Bonus Childcare & Pension Scheme Annual allocation of paid time off Non sick bonus Long service bonus On site parking Social Events Casual dress Staff room with games tables
Job Description
2nd Line Support Analyst required – based in their office in Bury St Edmonds. Our client is a UK based IT organisation who are committed in providing high quality IT Support to clients & End Users. The aim is to provide the level of support a business would expect from an internal IT Team.
Position Overview
- Responding to client tickets within a 15 minute SLA
- Resolve tickets escalated to you from 1st Line, focusing on a same-day fix
- Monitor and manage tickets / alerts generated by our RMM system
- Utilise skills in solving problems and support issues, diagnosing solutions
- Identify re-occurring tickets and implement a permanent solution
- Escalate tickets to 3rd line engineers where neccessary
Position Requirements
Position Remuneration