2nd Line Service Desk Engineer

CTS specialises in delivering toptier IT services for the legal sector encompassing IT strategy technology platforms cyber protection and managed services. Our strong reputation for service excellence with integrity reflects our passionate commitment. We prioritise investing in our team and cultivating an inclusive culture that rewards ambition and encourages independent thinking.

Join us at CTS on an exciting journey where we lead transformative changes in user experience and operational excellence for global legal services firms. As a trusted digital transformation partner we stand out by empowering our teams in collaborative environments and offering continuous learning opportunities distinguishing us from other Managed Service Providers (MSPs). At CTS our steadfast commitment is to foster an inclusive culture ensuring that every team member feels valued respected and heard.

We are recruiting 2nd Line Service Desk Engineers to join our expanding team based In Daresbury.

Responsibilities

As a second Line Service Desk Engineer at CTS you will provide robust service delivery to our clients in a dynamic environment you will Ensure that the thirdparty applications are installed and run effectively and efficiently across customer platforms. You will also:

• Provide secondlevel support to clients resolving tickets in a professional and timely manner.
• You will support the 1st Line service desk engineers to resolve issues that come into the Service Desk.
• Take pride in ensuring that incidents are resolved to meet defined service level targets.
• Carry out investigations and resolving technical issues liaising with 3rd Line Engineers where applicable.
• Provide support and share knowledge with junior members of the team.

Essential Criteria.

You will be a natural problem solver with great attention to detail. You will have an eye forspotting opportunities to refine and improve processes and the ability to communicate effectively with clients and third parties both facetoface and over the phone in a friendly and highly confident manner.

you will need to troubleshoot and resolve issues relating to the below tech:

• Microsoft Office 365 Exchange Online OneDrive SharePointOnline
• Windows 8.1 and later
• Windows Server 2012 R2 and later
• Microsoft Exchange 2013 and later
• Email security products e.g. Mimecast / MessageLabs
• Networking knowledge covering LAN/WAN technology fundamentals
• Citrix XenDesktop 7.15 and later (administration user support)

Experience in these technologies is not essential but would be an advantage:

• Microsoft Server/Client OS and/or Office 365 Certifications are advantageous but technical ability and aptitude for problemsolving is of higher value
• Active Directory including knowledge of DNS DHCP Group Policy
• Remote Monitoring and Management

What we can offer you.

• Annual salary: Up to 35000 PA DOEOTE
• Hybrid working 2 days a week in our Daresbury Office (Minimum)
• 37.5 hours per week MondayFriday
• 25 days holiday Bank Holidays your birthday off buy/sell 5 days
• Enrolment in our Company Pension Scheme
• Life Assurance
• Wellbeing programme including an Employee Assistance Programme
• Instant access to our Benefit Hub