2nd Line Service Desk Lead Engineer

At CTS we deliver IT services dedicated to the legal sector covering IT strategy, technology platforms, cyber protection and managed services. Our reputation is built from our passionate commitment to delivering service excellence with integrity. We invest in our team and in creating an inclusive culture that rewards ambition and encourages freedom to think.

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 third-party applications are installed and run effectively and efficiently across customer platforms. You will also:

• Take ownership of Queue Management
• Provide second-level support to clients, resolving tickets in a professional and timely manner.
• Overseeing daily technical operations.
• Manage all escalation requests from within the service desk.
• Support colleagues with any technical assistance.
• Support service desk with ticket assignment and priority.

Essential Criteria.

You will be a natural problem solver, with great attention to detail. You will have an eye for spotting opportunities to refine and improve processes and the ability to communicate effectively with clients and third parties both face-to-face 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, SharePoint Online
• 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 problem-solving 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 37,500 PA DOE + OTE
• Hybrid working
• 37.5 hours per week, Monday-Friday
• 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