2nd Line Support Analyst

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2nd Line Support Analyst required – based in their office in Bury St Edmonds. Our client is a UK based IT organisation who is committed to 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 necessary

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
• 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.

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