1st Line Technical Support Engineer

Who are CT?

We are a rapidly growing MSP operating from a large office in Chesterfield – we offer an informal, relaxed yet high performance environment where we recognise and reward effort and achievement.

CT prides itself on high levels of strategic engagement with its customers coupled with our internal technical expertise, enabling us to operate our own cloud infrastructure and communications network.

We are expanding our team and are seeking enthusiastic, driven and ambitious team members to join in our journey.

What is the role?

1st Line Technical Support Engineer

As a 1st Line Technical Support Engineer, you will be responsible for providing remote support for IT, data, hosting and telecoms networks.

You will be responsible for the proactive maintenance of customers’ networks, making full use of the Remote Monitoring & Management (RMM) systems in place.

You will be expected to provide feedback and assist the team leader to ensure your individual and team SLAs and KPIs are achieved.

You will carry out these works in a professional manner using technical knowledge and experience. You shall be aware that, at the time of contact, the customer may be in a critical system outage situation and calm, consultative communications are required at all times.

Key responsibilities will include:

• Answer support telephone calls and e-mails directly from the customer and work to a target of first time fix of all issues
• Record all works within the company ticketing system ensuring that regular updates are placed on all assigned open tickets
• Prioritise and categorise tickets to provide efficient progression
• Work to the contracted SLA’s and liaise with 3rd parties as appropriate, escalating potential failures within the team in a timely manner
• Aid in the creation and management of a technical knowledge base and work closely within the team to increase technical knowledge and understanding of the business

Knowledge and Experience:

Active Directory / Windows Servers / Exchange / 365 / Azure / virtualisation

Proven track record of working on a remote technical support desk

Benefits:

• Free onsite parking with EV charging points
• Air conditioned offices with shower facilities
• Career progression with personal development plans
• Training opportunities
• Vitality private healthcare plan
• Sick pay policy
• An active formal and informal social calendar with escape rooms, go-karting and curry evenings being the favourites
• A large social hub to relax and have a coffee from our brand new Starbucks machine or enjoy a game of pool or use the Playstation
• Hybrid working – remote / customer site / office
• Weekly HIIT sessions provided by The Fitness Truck for those who want to challenge their body as well as their mind
• Regular mental health training programme available to all
• Last but not least, our office dogs

Please see our other vacancies here.