IT Support Service Desk Technician

2 weeks ago


West Suffolk, United Kingdom Jago Consultants Full time
Job Summary

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
Requirements
  • 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


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