2nd Line Support Analyst

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 neccessaryPosition Requirements Minimum of 2-3 years experience supporting SMEs (MSP preferred)Confident with onsite visits and working with clients at their premisesBe process driven and highly focused around process improvementA professional manner and appearanceSkilled in time management and planningGood attention to detail and the ability to take control of a situation and make the client feel confident.
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