2nd Line Support Analyst
Job Reference: 8344
Salary: £25k – 27k per year
Salary per: Annum
Sector: Permanent
Job Type: Permanent
Job Location: Bury St Edmunds
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
- 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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