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Harrison was extremely helpful in finding me the role that I was looking for. I felt that he really took on board my specific requirements and fully understood the type of role that I wanted. Not only on a technical level, but a personal one as well. He kept in constant touch and only presented me with roles that were specifically matched to my requirements. He ensured that I had all the necessary information that I needed and gave me a full understanding of the role before interview. The after interview process was also excellent and made sure that I got feedback as well as listening to my views. He made the process of finding the right opportunity for me very easy. I would not hesitate to recommend Harrison to any developer considering a career move.

1st Line Support

£17k - 20k per year
Cloud Technology
Job Type:
Post Date:
21-09-2021 12:43 PM
Ref #:

1st Line Support – Bury St Edmunds - £17,000-£20,000

CloudScope are recruiting on behalf of a client in the Bury St Edmunds that are looking to grow their team and give the opportunity to candidates to get their foot in the door to the IT industry. It is not essential you have commercial experience in the role but having an educational background in IT will help, such as a CompTIA qualification.

The Role

1st line support to join our clients remote support team. You will be part of a committed company, providing high quality IT support to their clients and end users. The aim is to provide the level of support a business would expect to receive from an internal IT Team.

  • Respond 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 our RMM System
  • Utilize skills in solving problems and support issues, diagnosing solutions
  • Identify re-occurring tickets and implement a permanent solution
  • Ensure Client data integrity, monitoring and management of Client backups
  • Escalate Tickets to 2nd and 3rd Line Engineers where necessary

The Candidate

  • Be Process Driven and highly focused around Process Improvement
  • Good at communicating to both Clients, internal Staff members and Product/Solution Vendors (3rd Parties)
  • A good personality and sense of humour
  • A professional manner and appearance
  • Good attention to detail while working Tickets and throughout process improvements
  • Skilled in Time Management and Planning
  • Consistency in approach and troubleshooting while working Tickets
  • The ability to take control of a situation and make the Client feel confident

Salary: up to £20,000

Working Hours:  41.25 Hours Per Week Monday – Friday 

Location: Bury St Edmunds   

Commutable from: Newmarket, Stowmarket, Ipswich, Thetford, Sudbury, Cambridge, Haverhill

Who would suit this role?

A candidate looking to break into their first role in IT that has no experience and a qualification or someone looking to be part of a successful IT Managed Service Provider (MSP).

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