- Windows Server 2008 R2 / 2012 R2/2016, Windows 7/8/10 Office 365 Microsoft SQL Active Directory / MS Exchange/Skype for Business Citrix technologies, e.g. Netscaler, Director, XenDesktop, XenServer Email security products, e.g. Mimecast / MessageLabs HyperV / XenServer Networking knowledge covering LAN/vLAN/WAN technologies Dell Server and SAN Hardware Dell Desktops and Notebooks HP Switch technology Powershell Proactive server monitoring and patch management SonicWALL Firewall and Secure Remote Access appliances Good knowledge of GPO deployment and configuration Knowledge of Worksite/manage or Legal sector applications, would be advantageous
Responsibilities:
- Provide third level support to high calibre customers and personnel. You will support the first/second line team to resolve issues that come into the service desk acting as a point of escalation for more challenging issues. Ensure that incidents are resolved in a timely manner to meet defined service level targets. Proactively help resolve tickets where required. To participate as a project resource as and when required. Participate in on call rota as required. Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of incidents and requests, and being proactive when dealing with customers.
Technologies:
- Active Directory - Citrix - PowerShell
More:
At CTS our WHY is to deliver world class IT services that transform the user experience and operational success of Law Firms and Chambers.
How we do this is by focusing only on IT services for chambers and law firms, understanding their needs better than others and shaping our services around the unique requirements of legal sector firms and their users.
We deliver our ‘IT Services Shaped For Law’ by building high performing, highly specialised teams who enjoy providing great service to happy clients; and for whom we know time matters, for them and for us.
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. In the role you will work alongside the service desk manager and 2nd line team, ensuring that escalations are dealt with in a timely manner, SLA’s are being met for our clients.
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.
