IT Support Specialist

1 day ago


West Suffolk, United Kingdom Jago Consultants Full time
Job Title: 1st / 2nd Line IT Support Service Desk Technician

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 SLA and resolve issues in a timely manner.
  • Monitor and manage tickets/alerts generated by our RMM system, utilizing your problem-solving skills to diagnose and resolve complex issues.
  • Identify recurring tickets and implement permanent solutions to improve efficiency and reduce support requests.
  • Escalate tickets to 3rd line engineers as necessary, ensuring seamless support delivery.
Requirements:
  • Minimum of 2-3 years of experience supporting SMEs (MSP preferred).
  • Confident in onsite visits and working with clients at their premises.
  • Process-driven and focused on process improvement.
  • A professional manner and appearance.
  • Skilled in time management and planning.
  • Good attention to detail and ability to take control of situations, making clients feel confident.


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