2nd Line IT Service Desk Engineer

We are recruiting for two 2nd Line IT Service Desk Engineers to join our knowledgeable team, headed up by an experienced Team Leader. As one of our Engineers, you will support a wide range of customers via the telephone, live chat and emails. You will be utilising your excellent and prompt customer support skills, representing Tailor Made Technologies in a professional and courteous manner. This role is based on our site in Whiteley (Monday to Friday) with an on call out of business hours expectation once a month. You have a strong team of management around you who will support your growth within this role.

Benefits of working for Tailor Made Technologies:

• A competitive salary
• Training opportunities set out with a clear training structure
• Progressive working environment with access to voice your opinions to decision makers
• 25 days holiday plus bank holidays
• Your birthday off
• Flexi health plan cover and access to a range of Health Benefits
• IT purchasing scheme
• Company pension
• An active Social Committee who plans monthly competitions and events
• A brilliant breakout room with free breakfast and a pool table

Join a Trusted Partner for Transformative Managed Technology

Experts 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.

Duties and Responsibilities of our 2nd Line IT Service Desk Engineer:

• To provide excellent customer care and support through efficient and organised ticket management.
• Providing first response fixes to customers via the phone, live chat or email.
• Providing resolution to incidents, requests, and appropriately escalating all others.
• Ticket triage – assessing ticket priorities and escalating when required.
• Liaising with third parties and customers with regards to incident resolution and requests.
• Handling customer requests and escalate according to company procedures.
• Manage work queues and prioritise events, ensuring compliance with SLAs.
• Assist the Service Desk Team Leader in managing our service desk in such a way as to deliver excellent customer service.

Your Previous Experience:

• Experience with how an ITIL service desk runs
• Active Directory configuration and administration
• An understanding of Group Policy
• General networking skills
• An understanding of DNS
• Good understanding of Office 365
• Good understanding of Microsoft Azure
• An understanding of Microsoft Intune

Essential Skills:

• Excellent communication skills
• Organisational skills
• Results driven with a proven track record
• Team player
• Self-motivated and proactive
• Ability to be resilient and to work under pressure