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We are seeking a highly skilled and experienced 2nd Line Support Analyst to join our team at Jago Consultants. As a key member of our IT support team, you will be responsible for providing high-quality technical support to our clients and end-users.
Key Responsibilities- Respond to client tickets within a 15-minute Service Level Agreement (SLA)
- Resolve tickets escalated from 1st Line, focusing on same-day fixes
- Monitor and manage tickets/alerts generated by our Remote Monitoring and Management (RMM) system
- Utilize problem-solving skills to diagnose and resolve technical issues
- Identify recurring tickets and implement permanent solutions
- Evaluate and escalate tickets to 3rd line engineers when necessary
- Minimum of 2-3 years of experience supporting Small to Medium-sized Enterprises (SMEs), preferably in a Managed Service Provider (MSP) environment
- Confidence in onsite visits and working with clients at their premises
- Strong process-driven approach and focus on process improvement
- Professional demeanor and appearance
- Excellent time management and planning skills
- Attention to detail and ability to manage client expectations
