1st 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 SLA
* Resolve incoming issues to the Service Desk within a 45 minute budget
* Monitor and Manage tickets / alerts generated by RMM system
* Utilise skills in solving problems and support issues, diagnosing solutions
* Identify re-ocurring tickets and implement a permanent solution
* Ensure client data integrity, monitoring & management of client backups
* Escalate tickets to 2nd and 3rd line engineers when neccessary.
Position Requirements
* Experience in a 1st Line Support or similar position
* CompTIA A+, Network+, Security+ (Beneficial but not essential as training is provided)
* Be process driven and highly focused about process improvement
* A good personality and a sense of humour
* Skilled in time managment and planning
* Consistency in approach and troubleshooting while working tickets
* Ability to take control and make the client feel comfortable
Position Remuneration
* Monday to Friday 8am – 5pm
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