2nd Line Service Desk Engineer

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 individual 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.

Job Purpose

You have a flair for tech and like to provide robust service delivery to our clients, with a strong will to make a difference. We have a dynamic environment, prioritising and multi-tasking effectively, as well as problem solving whilst providing excellent communication, customer handling and inter-personal skills. An eye for spotting opportunities to refine and improve processes and service and can communicate effectively with clients and third parties both face to face and over the phone, in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills. Keeping calm and focused when in a pressured situation comes naturally to you. You demonstrate initiative and have excellent lateral-thinking and problem-solving skills. You are flexible and adaptable - excited by new ideas and/or technology and, keen to pick up and work with new initiatives.

Responsibilities

• To provide second level support to clients.
• You will support the 1st and 2nd line teams to resolve issues that come into the Service Desk.
• Take pride in ensuring that incidents are resolved in a timely manner to meet defined service level targets.
• Complete relevant and skilled investigations, before escalating to 3rd

• Service Desk members more junior than you, will love to learn from you, your work ethic and professional IT skills.
  

Essential Criteria.

• 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

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.

• Hybrid working
• 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 goals