IT Support Specialist

3 days ago


West Suffolk, United Kingdom Jago Consultants Full time

Job Title: 1st / 2nd Line IT Support Service Desk Technician

Job Summary:

We are seeking a highly skilled and process-driven 1st Line Support Engineer to join our team at Jago Consultants. As a key member of our IT organization, you will be responsible for providing high-quality IT support to our clients and end-users, ensuring a seamless experience.

Key Responsibilities:

  1. Respond to client tickets within a 15-minute SLA, resolving issues efficiently and effectively.
  2. Monitor and manage tickets/alerts generated by our RMM system, utilizing your problem-solving skills to diagnose solutions.
  3. Identify recurring tickets and implement permanent solutions to improve our service delivery.
  4. Ensure client data integrity, monitoring, and management of client backups.
  5. Evaluate and escalate tickets to 2nd and 3rd line engineers when necessary.

Requirements:

  1. Experience in a 1st Line Support or similar position.
  2. CompTIA A+, Network+, Security+ (beneficial but not essential, as training is provided).
  3. Be process-driven and highly focused on process improvement.
  4. A good personality and a sense of humor.
  5. Skilled in time management and planning.
  6. Consistency in approach and troubleshooting while working tickets.
  7. Ability to take control and make the client feel comfortable.

Working Hours: Monday to Friday, 8am – 5pm.



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