IT Support Specialist
3 days ago
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:
- Respond to client tickets within a 15-minute SLA, resolving issues efficiently and effectively.
- Monitor and manage tickets/alerts generated by our RMM system, utilizing your problem-solving skills to diagnose solutions.
- Identify recurring tickets and implement permanent solutions to improve our service delivery.
- Ensure client data integrity, monitoring, and management of client backups.
- Evaluate and escalate tickets to 2nd and 3rd line engineers when necessary.
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 on process improvement.
- A good personality and a sense of humor.
- Skilled in time management and planning.
- Consistency in approach and troubleshooting while working tickets.
- Ability to take control and make the client feel comfortable.
Working Hours: Monday to Friday, 8am – 5pm.
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