1st Line Support Analyst.

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Job Description

1st Line Support Analyst

Trams l Econocom are looking for an energetic and enthusiastic 1st Line Support Analyst to be part of our technical team. As a member of the support network, you will need first rate communication skills, be keen to learn new and evolving IT solutions and maintain our customer-centric approach.

Key responsibilities

  • Remote support via telephone and email
  • Help desk call logging,
  • 1st line support and escalation
  • Log file collection and basic analysis

Daily tasks will include

  • Check daily “TramsCloud Vault” Core Backups of customers and investigate and fix any failures of backup.
  • Check Apple Push Notification Certificates for customers.
  • Check Helpdesk every morning, making sure every ticket is up-to-date and any pending tickets are being chased or closed.
  • Upgrade “TramsCloud” (JamfPro) Instances.
  • Update customer documentation.
  • Log Change Requests for various Tramscloud tickets where necessary (Instance Restarts, instance upgrades and etc).


  • Check Patch Management.
  • Check and create public facing Wiki documentation.
  • Proactively check tickets during the day to make sure they are within SLA and reassign to myself/other engineers if necessary.
  • Proactively check workload of engineers to see if it can be more evenly spread out to relieve strain on senior resources.
  • Chase engineers on tickets being dealt with.
  • Keep an eye on monitoring and action any alerts.
  • Manage and deal with day-to-day JAMF tickets and escalations.

Skills and Qualifications

  • Min 1 year experience within IT service delivery.
  • Experience working with Jamf or Apple MDM
  • Ability to solve problems.
  • Excellent verbal and written communication skills.
    Enthusiasm and willingness to learn new skills and new technologies.
  • General desktop support knowledge
  • Experience deploying, managing, and supporting macOS, iOS platforms is required.
  • Jamf200 would be advantageous.

About Trams

Trams Ltd is an expanding technology reseller in the UK with a substantial portfolio of products that we source and supply to the business market. We employ a team of dedicated and motivated staff who are all key to ensuring the success of our organisation. As a result of business growth, we looking to expand the current team to meet the increasing demand for our services. The opportunity exists for the successful applicant to receive training in the technical configuration of equipment in our configuration facility based at the same site.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Job Type: Full-time
Salary: Up to £25,000 per annum
(depending upon qualifications and experience)
Package includes:
  • 23 Days Holiday plus Bank Holidays
  • Recognition Reward System
  • Workplace Pension matched to 3%
  • Cycle to work scheme
Schedule: Monday to Friday. 09:00 – 17:30
Location: Hybrid - London & Remote

If you would like to apply for this position, please send your CV to careers@trams.co.uk.