Roaming Engineer

Overview of the roleWe are recruiting for a Roaming Engineer to join our large, supportive team of Outsourced Engineers. As one of our Outsourced team members you will support a wide range of customers’ needs onsite and from our head office in Whiteley. You will provide excellent and prompt technical customer support and will represent Tailor Made Technologies in a professional and courteous manner. This role would suit an experienced 2nd/ 3rd Line Engineer who wants to progress onto their next steps, or a Field Engineer who wants a company where you aren’t just a number but a valued member of our team.Benefits of working for Tailor Made Technologies:Training opportunities set out with a clear training structureProgressive working environment with access to voice your opinions to decision makers25 days holiday plus bank holidaysYour birthday offFlexi health plan cover and access to a range of Health BenefitsIT purchasing schemeCompany pensionAn active Social Committee who plan monthly competitions and eventsA brilliant breakout room with free breakfast and a pool tableJoin a Trusted Partner for Transformative Managed TechnologyExperts in Managed IT, Cyber Security and Communications solutions, Tailor Made Technologies (TMT) is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals.Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, our in-house teams tailor our services to suit every client’s unique requirements and drive business growth.Through comprehensive offerings, broad technical knowledge and excellent customer service, we ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets.We provide... Dedicated experts who speak your languageScalable technology solutions that grow with youCompliant services that keep you competitiveStraightforward support with no hidden costsDuties and responsibilities of our Roaming Engineer:Responsible for provision of second line technical support to the customer.Ensure IT Roaming Engineer calendar bookings are followed in line with Onsite Engineering requirements.Identify areas of improvement and make recommendations to appropriate parties.Use of Tailor Made software to manage, monitor and respond proactively to customer incidents.Ensuring customers are kept informed regarding on-going tickets and effective communication is delivered to the business.Achieving agreed and contracted SLA’s.In line with ISO standards, ensure that all processes, procedures and documentation are maintained and updated where appropriate in line with company procedures.Working with 3rd parties to provide incident support through to resolution with customer specific applications.Support the Technical Resource Operations Manager, Account Manager, Servicedesk Manager and Project Engineers with infrastructure upgrades, maintenance and renewals.Undertake equipment builds and installations as and when required.Ensure all activities are aligned with ITIL procedures.Any other ad hoc duties as and when required.Previous Experience:Experience with a service desk ticketing systemIf you have experience in any of the below, we’d like to hear from you (not all required):Windows Desktops configuration and support experienceWindows Server configuration and support experienceOffice 365 support experienceMicrosoft Exchange configuration and support experienceActive Directory configuration and administrationVMware support experienceCitrix support experienceStrong networking skillsITIL knowledgeEssential Skills:Excellent communication skillsOrganisational skillsResults driven with a proven track record of achievingTeam playerSelf-motivated and proactiveAbility to be resilient and to work under pressure