IT Support Engineer

IT Support AnalystAkkodis are currently working in partnership with a leading service provider who due to an exciting period of growth are looking to expand their platform support team and hire a number of experienced IT Support Analysts.The Responsibilities

• Manage and take ownership of support request, issues, incidents, and defects across the platforms.
• Management of incidents across the platforms.
• Input into the root cause analysis and incident post-mortems off the back of service restoration.
• Troubleshooting and resolving issues and incident for first contact resolutions.
• Accountable for proactively managing and prioritising ticket queue and ensuring that all incidents and requests are accurately logged and updated in accordance with our SLA's and procedures within our ITSM system.
• Contribute effectively to the establishment and maintenance of the Platform departmental knowledge, documenting clear instructions and known fixes.

• Demonstratable experience within the support space
• Demonstratable experience within the Incident & Problem space.
• Demonstratable experience with Incident Management tools and processes across Agile spaces.
• A driven and enthusiastic individual with a keen interest in technology and the ability to organise and self-manage
• Desirable working knowledge of SQL
• Desirable experience with Jira / Confluence