Onsite Support Analyst

At CTS we deliver IT services covering IT strategy, technology platforms, cyber protection and managed services. Our aim is to deliver world-class IT services that transform the user experience and operational success of Law Firms and Barristers Chambers, via cloud-based technology. We are dedicated to focusing on IT services that suit our client s needs and shaping our services around the unique requirements of legal sector firms and their users.

Our reputation is built from our passion and commitment to delivering service excellence with integrity. We invest in our teams and in creating an inclusive culture that rewards ambition and encourages freedom to think.

Our values of Passion, Team and Excellence drive our search for new team members to join us. We care about what we do, and how we do it. We achieve more together. We learn and grow every day.

Right now we are looking for an Onsite Support Engineer to join our team based in the London area.

Job purpose:

Working as part of the Infrastructure Team you will ensure the security, reliability and availability of all hosted services, maintaining client satisfaction within the Infrastructure team and onsite engineering work.

As an On-Site Support Engineer at CTS, you will

• Ensure a good relationship between the client and CTS, ensuring a professional service is delivered within SLA.

• Ensure all CTS equipment assets checks are completed regularly and asset management is fully updated

• Monitor and test backup data for potential issues, identify possible solutions and work with other technical experts and Cloud & Infrastructure team.

• Ensure that the Knowledge base is updated with any problems/solutions found.

• Ensure that the Infrastructure Team Processes are followed

• Log all working hours in the CTS time management tool and/or diary management, and adhere to all incident management/change processes in alignment with all activities and escalations

Essential Criteria

As an On-site Engineer, you will be able to build strong relationships with our clients offering the best in class support, you will remain calm under pressure working autonomously at times to achieve SLAs.

You will also need to demonstrate the following:

• A proven track record of supporting a multi-site network environment to include LAN, WAN, VPN, and Citrix.

• Microsoft, SAN, DR Systems.

• Ideally previous experience of working for an IT service provider in a professional services environment.

• Able to gather relevant information systematically to troubleshoot and resolve issues

• Experience with monitoring systems

• Excellent communication skills and a professional telephone manner

• Ability to analyse complexity and priority ranking of an issue against SLAs.

Benefits

We pride ourselves in providing everything you need to feel happy, healthy, developed and resourced. There are more than a few reasons to be part of our amazing team.

• Annual salary: Competitive DOE

• Hybrid working

• 37.5 hours per week

• 25 days holiday + Bank Holidays + your birthday off

• Enrolment into our Company Pension Scheme

• Wellbeing programme including an Employee Assistance Programme

• Instant access to our Benefit Hub

• Training and development programme tailored to your role and career aspirations