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 Technical Support Engineer

As a 2nd Line Support Engineer, you will 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. You will be expected to provide feedback and assist the team leader to ensure your individual and team SLAs and KPIs are achieved.

Key responsibilities will include:

  • Assist the 1st line team with escalations
  • 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

Knowledge and Experience:

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

Proven track record of working on a remote technical support desk within an MSP

Formal IT Qualification is essential

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 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

COVID precautions:

  • Initial remote interview process
  • Social distancing in place
  • Sanitisation, disinfection and cleaning procedures in place with onsite testing

Please see our other vacancies here.

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