2Nd Line Support Analyst

Job Description2nd 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 SLAResolve tickets escalated to you from 1st Line, focusing on a same-day fixMonitor and manage tickets / alerts generated by our RMM systemUtilise skills in solving problems and support issues, diagnosing solutionsIdentify re-occurring tickets and implement a permanent solutionEscalate 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 premisesBe process driven and highly focused around process improvementExcellent communication skillsA 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.
Position Remuneration Monday to Friday 8am – 5pmSalary £25,000 – £27,000 + 2k KIP BonusChildcare & Pension SchemeAnnual allocation of paid time offNon sick bonusLong service bonusOn site parkingSocial EventsCasual dressStaff room with games tables