Job Description

As a leading managed service provider in the Education Sector, this is an exciting opportunity for a Technical Engineer to join a highly recognised and expanding IT solutions and managed service provider. This permanent vacancy is one of our core roles, placing you at the heart of the service provison, providing remote support to our team of on site engineers and our clients. This is an opportunity to work for a company that puts engineering excellence first.

Key Tasks

1. CTS Remote Helpdesk

• To be responsible for responding to 1st and 2nd line Calls which are logged with the central CTS Helpdesk.
• Dealing with incoming tickets in a professional, courteous manner over the phone, the centralised helpdesk and via email
• Taking ownership of tickets and managing them in a logical and methodical manner
• Conducting full and through diagnostics with end users to enable ticket resolution
• Keeping the Technical Services Manager abreast of all ongoing tickets, and their progress, at the end of each day
• Escalation of calls to engineers with other knowledge, ensuring the Technical Services Manager is aware of these calls. Check in on the progression of these calls with the escalated engineer and feedback to the customer if appropriate

1. Remote Network Monitoring System

• At the beginning of each day, to check alerts that have been triggered by our Remote Network Monitoring System.
• To raise tickets for the alerts above and either;

o Progress them to resolution

o Contact the School (Contract Manager if not in contract, or the Schools CTS Network Manager) and Senior Technical Engineer to inform them that an alert has been triggered, and make the change at an agreed time with the school

• To run patches and updates on the systems that have been generated by the RNMS, on an agreed scheduled with the Technical Services Manager

3. Checks

• To do regular checks on our client systems, which include - but are not limited to, the following:
   
  • Disk space checks
  • Backup checks
  • Event log checks
  • Cluster Shared Volume/Shared Storage for Hypervisors
  • SNMP Traps
• To check the Cloud Backup system and ensure all our clients off-site backups have completed successfully. If they haven’t, resolve their issues or log them with the support provider.

4. Engineering

• To think of solutions to common problems - a "can do" attitude.

• Ability to effectively communicate (verbally and in writing) technical information at an appropriate level, and in a suitable style, having assessed the audience.to self-regulate
• Any other tasks that the Technical Management Team, or the Company Directors feel are appropriate

Benefits and Opportunities

We can offer you:

·An environment that is underpinned by a passionate, people driven company. It is our mission to support and develop our staff.

·Exceptional career development and advancement opportunities including Microsoft/Apple training

·Opportunities to gain experience in high level IT projects

·The potential to progress to the senior levels of our management team

·A remuneration scale that encourages and rewards progression and improvement

·25 Days Holiday (loyalty service holiday scheme)

Required Knowledge, Skills, and Abilities