Senior Engineer

We are a leading managed IT service provider in the education sector. CTS are looking for a Senior Engineer covering the Harrow/Slough to facilitate client visits to support the ongoing running of their school’s network.

Key Tasks

1.      Senior Engineering

• To take ownership for a group of sites within the CTS array of clients including all technical issues on site.
• To be the escalation point for all technical issues within the client, before the issue hits the CTS Helpdesk and to either fix these issues, or escalate appropriately.
• To think of solutions to common problems – a “can do” attitude.
• Provide the highest level of technical expertise to all assigned customer networks.
• To visit a client site and work through an agreed list of issues or strategic discussion that the school would like to be completed in their visit.
• To identify areas of Growth within the school from a Technical and Engineering front and escalate this to the account manager.
• Mentor the Network Manager and Engineers on site and assist in progressing them onto the next level of Engineer within the company.
• Ability to effectively communicate (verbally and in writing) technical information at an appropriate level, and in a suitable style, having assessed the audience.
• To attend emergency call outs where needed, sometimes beyond the call of duty.
• To cover the absence of engineers where needed.

2.      CTS Remote Helpdesk

• To be part of the team that respond to calls on the 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.

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

4.      Facilitation of business transformation

• On regular visits, you may pick up “issues” that need to be resolved.
• Work to put together a business case and change document for changes to be implemented and to be sent to the account manager.
• Scoping projects on this site to address the issues.
• Implementation of these projects within our schools.
• Documenting this project for distribution to the Account Management Team, with an emphasis on transforming the way the systems are conducted, implemented and maintained within our schools.
• Be part of our Technical Advisory Group to suggest new systems and ways of implementing a standardised systems across our schools.

5.      Holiday Work

• To lead engineering projects within the school holidays.
• To provide a detailed scope of works and design for this project.
• Lead individuals of teams on site and delegate appropriate tasks to them to ensure the correct running of the project on time.
• Work with the account manager in liaising with the school to ensure all equipment is correct and that the school see you as the face of the project.

6.      Other

• Ability to self-regulate
• Any other tasks that the Technical Management Team, or the Company Directors feel are appropriate
• Ability to travel and understanding that we keep travel time to a minimum but sometimes; as time’s allow, we may need you to travel to other site’s.

Work Experience Requirements

• Four or more years’ experience managing Enterprise level Network infrastructures/a Service Desk.
• Four or more years’ experience of project managing high end Microsoft server environment deployments.
• Ideally experience with Virtualisation (VMWARE or Hyper-V preferred).
• Cloud Services experience (Desirable, not essential).

Education Requirements

• Professional qualifications (Degree / Masters in Computing) or Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE)) or equivalent, demonstrable experience
• Other specialist IT specific qualifications i.e.: Aruba, Cisco, HP or other Enterprise level software/hardware