Technical Support Analyst

CTM Professional Services (CTM) is a fast-paced, dynamic, and growing global Information Communications and Technology (ICT) professional services provider. CTM provides ICT professional services to small, medium, and large sized enterprises. As a niche provider in compute, network, and security, we offer our customers solutions and services in the areas of cloud, technology, and management.
As part of the technical operations support team, your role will be handle incidents, requests and change control for some of Australia’s & the UK's big brand name customers. Reporting to the NOC manager, you will ensure quality delivery of end-to-end operations within defined SLAs across multiple platforms of technology . This role will require you work on a rotating 24x7 roster

You will have knowledge working within ITSM frameworks and attempting to resolve tickets at a 80% at the first point of contact. Your ability to think on your feet and excellent troubleshooting skills will see you drive outcomes for your customers in times of high impact.

To be successful in this role, you will possess strong networking skills and the ability to troubleshoot level 1-2-3 IT issues such as Microsoft 365, Windows Server, Active Directory, Windows 10 Pro, VPNs and much more. As a starting position, you will have the opportunity to work with complex enterprise level network when you are not assisting end-user IT issues.

In return CTM Professional Services will supply you with professional career development, technology training and a friendly, active and fun environment to work in. Our methodology is to work hard and play hard to succeed.

This is a permanent position and candidates wanting contract roles need not apply.

Mandatory Skills

• An exceptionally strong understanding Windows IT support
• Understanding of cloud platforms and Microsoft based infrastructure
• Experience working with ticketing systems
• Excellent written and verbal skills
• Must possess a current and valid police background check.
• Must prove that you have the ability to follow change control.
• Have a strong understanding of service desk operations and SLAs

Required Technology Experience:

Knowledge and experience with at least two (2) of the following technologies:

• Windows 10
• Security (Forcepoint, Checkpoint, Fortinet, Palo Alto, Forcescout, etc)
• Windows Server and its associated technologies
• Cloud (AWS, Azure, Microsoft 365)

As part of our 24/7 helpdesk, your shift will be rostered between Mon-Sat 7AM-10PM, with an on call phone being rostered every week.

Position is remote, but travel to the London, Manchester and Leeds area a few times a month is required. During the first few weeks of the job, if you are based in the north, you must be in the Leeds office for one month. CTM has a dedicated office in Manchester and coworking spaces in Leeds and London if you prefer onsite work. Professional level multilingual skills are a plus.

Job Types: Full-time, Permanent

Salary: £19,000.00-£29,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Company events
• Company pension
• Sick pay
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Commission pay
• Performance bonus

Experience:

• IT: 1 year (required)

Work Location: Remote

Application deadline: 03/07/2023
Expected start date: 01/07/2023