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Position Overview & Specifications
At CTS we deliver IT services dedicated to the legal sector covering IT strategy, technology platforms, cyber protection and managed services. Our reputation is built from our passionate commitment to delivering service excellence with integrity. We invest in our team and in creating an inclusive culture that rewards ambition and encourages freedom to think.
We are looking to recruit 1st Line Service Desk Engineers to our 24/7 team to cover nights.
As a 1st Line Service Desk Engineer at CTS, you will:
- Provide First Line technical support, responding to incidents via phone, email, and remote control.
- Log and Assign incidents and service requests
- Respond to incidents ensuring they are resolved in a timely manner to meet defined service level targets.
- Complete relevant and skilled investigations, before escalating to other support groups.
- 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.
Essential Criteria
As a 1st Line Service Desk Engineer, you will communicate effectively with clients and third parties both face-to-face and over the phone, in a friendly and highly confident manner. You will be a problem solver with the ability to keep calm under pressure and have a passion for service excellence. You will be flexible and adaptable - excited by new ideas and/or technology and, keen to pick up and work with new initiatives.
We are looking for candidates to display the below essential criteria.
- Experience in Software troubleshooting and assistance
- Solid understanding of Windows 8.1 and later and MacOS
- Active Directory
- LAN/WAN technology fundamentals
Non-essential skills
It would also be advantageous if you have an understanding of the below:
- Citrix technologies, e.g. Netscaler, Director, XenServer, WEM
- Citrix XenDesktop 7.15 and later
- Hardware troubleshooting and support
- Email security products, e.g. Mimecast / MessageLabs
Benefits
We pride ourselves in providing everything you need to feel happy, healthy, developed and resourced. There are more than a few reasons to be part of our amazing team.
- Salary of £25,000 - £29,000 DOE + OTE + 20% shift allowance
- remote working.
- 37.5 hours per week, Monday-Friday
- 25 days holiday + Bank Holidays + your birthday off + buy/sell 5 days
- Enrolment in our Company Pension Scheme
- Life Assurance
- Wellbeing programme including an Employee Assistance Programme
- Instant access to our Benefit Hub
- Training and development programme tailored to your role and career goals
Job Type: Full-time
Salary: £25,000.00-£29,000.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- Paid volunteer time
- Referral programme
- Sick pay
- Work from home
Schedule:
- Monday to Friday
- Night shift
Supplemental pay types:
- Performance bonus
Work Location: Remote
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: General
Based on transatlantic hiring benchmarks for 1st Line Service Desk Engineer (24/7 team - Night Shift) roles across CTS's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to General.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £25,000 - £29,000 bracket, including retirement vesting and health parity.
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