1st Line Service Desk 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 looking to recruit 1st Line Service Desk Engineers to our growing team based in Daresbury.

As a 1st Line Service Desk Engineer at CTS, you will:

• Provide First Line technical support, responding to incidents via phone, email, and remote control.
• Log and Assign incidents and service requests
• Respond to incidents ensuring they are resolved in a timely manner to meet defined service level targets.
• Complete relevant and skilled investigations, before escalating to other support groups.
• Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of incidents and requests, and being proactive when dealing with customers.

Essential Criteria

As a 1st Line Service Desk Engineer, you will communicate effectively with clients and third parties both face-to-face and over the phone, in a friendly and highly confident manner. You will be a problem solver with the ability to keep calm under pressure and have a passion for service excellence. You will be flexible and adaptable - excited by new ideas and/or technology and, keen to pick up and work with new initiatives.

We are looking for candidates to display the below essential criteria.

• Experience in Software troubleshooting and assistance
• Solid understanding of Windows 8.1 and later and MacOS
• Active Directory
• LAN/WAN technology fundamentals

Non-essential skills

It would also be advantageous if you have an understanding of the below:

• Citrix technologies, e.g. Netscaler, Director, XenServer, WEM
• Citrix XenDesktop 7.15 and later
• Hardware troubleshooting and support
• Email security products, e.g. Mimecast / MessageLabs

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.

• Salary of 25,000 - 29,000 DOE + OTE
• Hybrid working - 3 days a week in our Daresbury office (minimum)
  
• 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
• Training and development programme tailored to your role and career goals