1st Line Support Analyst
Job Reference: 8343
Salary: £21k – 23k per year
Salary per: Annum
Sector: Permanent
Job Type: Permanent
Job Location: Bury St Edmunds
Job Description
1st Line Support Engineer required – based in their office in Bury St Edmonds. Our client is a UK based IT organisation who are commited 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
- Responding to Client Tickets within a 15 minute SLA
- Resolve incoming issues to the Service Desk within a 45 minute budget
- Monitor and Manage tickets / alerts generated by RMM system
- Utilise skills in solving problems and support issues, diagnosing solutions
- Identify re-ocurring tickets and implement a permanent solution
- Ensure client data integrity, monitoring & management of client backups
- Escalate tickets to 2nd and 3rd line engineers when neccessary.
Position Requirements
- Experience in a 1st Line Support or similar position
- CompTIA A+, Network+, Security+ (Beneficial but not essential as training is provided)
- Be process driven and highly focused about process improvement
- Excellent communicatioin skills
- A good personality and a sense of humour
- Skilled in time managment and planning
- Consistency in approach and troubleshooting while working tickets
- Ability to take control and make the client feel comfortable
Position Remuneration
- Monday to Friday 8am – 5pm
- Salary £21,000 – £23,000 + £2,000 KPI Bonus
- 25 days holiday including bank holidays
- Childcare Voucher Scheme
- Long Service Bonus
- Training
- Onsite Staff Parking & Casual dress
- Social Events
- Staff room with games table
- Pension Scheme
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