2nd Line Support Analyst

3 days ago


Bury St Edmunds, United Kingdom Jago Consultants Ltd Full time

2nd Line Support Analyst required - based in their office in Bury St Edmonds. Our client is a UK based IT organisation who are committed in providing high quality IT Support to clients & End Users. The aim is to provide the level of support a business wouldexpect from an internal IT Team.

Position Overview
- Responding to client tickets within a 15 minute SLA
- Resolve tickets escalated to you from 1st Line, focusing on a same-day fix
- Monitor and manage tickets / alerts generated by our RMM system
- Utilise skills in solving problems and support issues, diagnosing solutions
- Identify re-occurring tickets and implement a permanent solution
- Escalate tickets to 3rd line engineers where neccessary

Position Requirements
- Minimum of 2-3 years experience supporting SMEs (MSP preferred)
- Confident with onsite visits and working with clients at their premises
- Be process driven and highly focused around process improvement
- Excellent communication skills
- A professional manner and appearance
- Skilled in time management and planning
- Good attention to detail and the ability to take control of a situation and make the client feel confident.

Position Remuneration
- Monday to Friday 8am - 5pm
- Salary £25,000 - £27,000 + 2k KIP Bonus
- Childcare & Pension Scheme
- Annual allocation of paid time off
- Non sick bonus
- Long service bonus
- On site parking
- Social Events
- Casual dress
- Staff room with games tables



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