1St Line Support Analyst

Job Description1st 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 SLAResolve incoming issues to the Service Desk within a 45 minute budgetMonitor and Manage tickets / alerts generated by RMM systemUtilise skills in solving problems and support issues, diagnosing solutionsIdentify re-ocurring tickets and implement a permanent solutionEnsure client data integrity, monitoring & management of client backupsEscalate tickets to 2nd and 3rd line engineers when neccessary.
Position Requirements Experience in a 1st Line Support or similar positionCompTIA A+, Network+, Security+ (Beneficial but not essential as training is provided)Be process driven and highly focused about process improvementExcellent communicatioin skillsA good personality and a sense of humourSkilled in time managment and planningConsistency 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 Bonus25 days holiday including bank holidaysChildcare Voucher SchemeLong Service BonusTrainingOnsite Staff Parking & Casual dress Social EventsStaff room with games tablePension Scheme