2nd 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?

2nd Line Cloud Services Technical Support Engineer

As 2nd Line Cloud Services Support Engineer, you will be responsible for providing remote support for data management services. This may include input to project plans and providing recommended improvements for a client’s backup solution. 

You will be expected to provide second line assistance to other members of the team and assist the service desk manager to ensure 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. 

Job Role Requirements:

• Take on escalated issues from the 1st line team or provide help and support to 1st line in order to help them reach the first-time fix target. 
• Answer support telephone calls and e-mails directly from the customer and work to a target of first-time fix of all issues. 
• Escalate issues within the team in a timely manner and log calls with 3rd party companies. 
• Using data provided by the RMM tool to identify issues and potential issues within the customers’ networks and developing potential solutions. 
• Record all works within CT’s ticketing system and always adhere to CT’s Quality System and the documented processes and procedures. 
• Record all works completed in an accurate and timely manner. 
• Provide remote end user training where required. 
• Provide recommendations for network/system improvements to the Technical Support Manager and Account Manager. 
• Achieve company objectives and individual targets. 
• Manage your own workload effectively. 
• Maintain internal controls and procedures providing recommendations for improvements where applicable. 
• Aid in the creation and management of a technical Knowledgebase and work closely within the team to increase technical knowledge and understanding of the business. 
• Achieve operational and quality standards.  

Key responsibilities will include:

• Take on escalated issues from the 1st line team or provide help and support to 1st line in order to reach ticket resolutions. 
• Answer support telephone calls and emails directly from cloud customers 
• Set up and deployment of new cloud solutions for customers 
• Assist team in managing daily workload  
• Escalate issues to the Cloud Services Team Leader in a timely manner and log calls with 3rd party companies 
• Proactively identify issues before they arise as well as identifying any recurring tickets (i.e.) problems 
• Work on your own initiative and within a team diagnosing and solving technical problems of varying levels of difficulty. 
• Provide technical advice and guidance to the company’s clients where required and your co-workers. 
• 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.
• Communicate clearly and professionally to customer staff at all levels of technical knowledge and authority. 
• Record all works within CT’s ticketing system and ensuring that regular updates are placed on all assigned open tickets. 
• Research, resolve and respond to questions received via telephone calls and emails in a timely manner and in accordance with Company’s standards. 
• Provide recommendations for network/system improvements to the Cloud Services Team Leader and Account Manager. 
• Achieve company objectives and individual targets. 
• Maintain internal controls and procedures providing recommendations for improvements where applicable. 
• Maintain strong relationships with the immediate team, internal and external departments  
• Achieve operational and quality standards. 

The successful candidate will need:

• Minimum of 3 years’ experience in an IT environment 
• Cloud certification (i.e. Veeam) 
• Strong Networking knowledge preferred 
• Familiar with CRM / Contract Management systems 
• Strong working knowledge of Backup and Replication Solutions 
• Strong working knowledge of virtualisation 
• Proven track record of working on a remote technical support desk 

Aptitudes and skills:

• Self-motivated and enthusiastic  
• Strong communication skills/written & verbal. 
• Ability to provide timely and accurate record of works. 
• Ability to organise and prioritise work. 
• Excellent ownership skills 
• Good technical problem solving skills 
• Ability to work effectively and efficiently alone or as part of a team. 

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

If you’re interested in joining the team as a 2nd Line Cloud Services Technical Support Engineer at the Chesterfield office, please apply below. Or see our other vacancies here.