2nd Line IT Service Desk Engineer

Overview of the role

We are recruiting for a 2nd Line IT Service Desk Engineer to join our team of knowledgeable engineers, 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 and will represent Tailor Made Technologies in a professional and courteous manner. This role is based on our site in Whiteley (Monday to Friday) with on call out of business hours. You have a strong team of management around you who will support you 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 plan 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.