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.