1st Line Support Analyst

4 weeks ago


Bury St Edmunds Suffolk, United Kingdom Jago Consultants Full time

1st Line Support Engineer required – based in their office in Bury St Edmonds. Our client is a UK based IT organisation who are commited 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 incoming issues to the Service Desk within a 45 minute budget
  • Monitor and Manage tickets / alerts generated by RMM system
  • Utilise skills in solving problems and support issues, diagnosing solutions
  • Identify re-ocurring tickets and implement a permanent solution
  • Ensure client data integrity, monitoring & management of client backups
  • Escalate tickets to 2nd and 3rd line engineers when neccessary. 

Position Requirements

  • Experience in a 1st Line Support or similar position
  • CompTIA A+, Network+, Security+ (Beneficial but not essential as training is provided)
  • Be process driven and highly focused about process improvement
  • A good personality and a sense of humour
  • Skilled in time managment and planning
  • Consistency in approach and troubleshooting while working tickets 
  • Ability to take control and make the client feel comfortable

Position Remuneration 

  • Monday to Friday 8am – 5pm 
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“Brilliant help from Andy hats off to him”

B Friend

“You guys make it personal and go the extra mile to help. Thanks so much”

N Ball

“Definitely stood out against other agencies”

“Amazing Company not like the rest of the recruiters out there. Really listened to my wants/needs and will definitely recommend to my friends/colleagues”

P Saso

“The culture of this company is great and everyone I worked with was amazing.”

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