Job Description
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 would expect from an internal IT Team.
Position Overview
1. Responding to client tickets within a 15 minute SLA
2. Resolve tickets escalated to you from 1st Line, focusing on a same-day fix
3. Monitor and manage tickets / alerts generated by our RMM system
4. Utilise skills in solving problems and support issues, diagnosing solutions
5. Identify re-occurring tickets and implement a permanent solution
6. Escalate tickets to 3rd line engineers where neccessary
Position Requirements
7. Minimum of 2-3 years experience supporting SMEs (MSP preferred)
8. Confident with onsite visits and working with clients at their premises
9. Be process driven and highly focused around process improvement
10. Excellent communication skills
11. A professional manner and appearance
12. Skilled in time management and planning
13. Good attention to detail and the ability to take control of a situation and make the client feel confident.
Position Remuneration
14. Monday to Friday 8am – 5pm
15. Salary £25,000 – £27,000 + 2k KIP Bonus
16. Childcare & Pension Scheme
17. Annual allocation of paid time off
18. Non sick bonus
19. Long service bonus
20. On site parking
21. Social Events
22. Casual dress
23. Staff room with games tables