Job Description
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
1. Responding to Client Tickets within a 15 minute SLA
2. Resolve incoming issues to the Service Desk within a 45 minute budget
3. Monitor and Manage tickets / alerts generated by RMM system
4. Utilise skills in solving problems and support issues, diagnosing solutions
5. Identify re-ocurring tickets and implement a permanent solution
6. Ensure client data integrity, monitoring & management of client backups
7. Escalate tickets to 2nd and 3rd line engineers when neccessary.
Position Requirements
8. Experience in a 1st Line Support or similar position
9. CompTIA A+, Network+, Security+ (Beneficial but not essential as training is provided)
10. Be process driven and highly focused about process improvement
11. Excellent communicatioin skills
12. A good personality and a sense of humour
13. Skilled in time managment and planning
14. Consistency in approach and troubleshooting while working tickets
15. Ability to take control and make the client feel comfortable
Position Remuneration
16. Monday to Friday 8am – 5pm
17. Salary £21,000 – £23,000 + £2,000 KPI Bonus
18. 25 days holiday including bank holidays
19. Childcare Voucher Scheme
20. Long Service Bonus
21. Training
22. Onsite Staff Parking & Casual dress
23. Social Events
24. Staff room with games table
25. Pension Scheme