Roaming Engineer

Overview of the role

We 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:

• 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 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, Service Desk 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.

Your previous experience:

• Experience with a service desk ticketing system
• If you have experience in any of the below, we’d like to hear from you (not all required):
• Windows Desktops configuration and support experience
• Windows Server configuration and support experience
• Office 365 support experience
• Microsoft Exchange configuration and support experience
• Active Directory configuration and administration
• VMware support experience
• Citrix support experience
• Strong networking skills
• ITIL knowledge

Essential Skills:

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