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- Tasks: Support customers with their IT needs and manage service desk tickets.
- Company: Join Tailor Made Technologies, experts in Managed IT and Cyber Security.
- Benefits: Enjoy 25 days holiday, birthday off, health cover, and a fun work environment.
- Why this job: Great opportunity for career growth with training and a supportive team.
- Qualifications: Experience with ITIL, Active Directory, networking, and Office 365 is essential.
- Other info: Work from our head office and customer site, with a vibrant social committee.
The predicted salary is between 30000 - 42000 £ per year.
We are recruiting for a 2nd Line Dedicated Engineer to join our Service Desk team! This role will be looking after one of our new customers and helping support them day to day with their IT needs. You will be based out of our head office located in Whiteley and at the customer site one day a week. All the training and support will be given for this role and with a strong network of 22 Service Desk Engineers supporting you this is a great opportunity if you’re looking at taking the next step in your career!
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 Dedicated 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 of achieving
- Team player
- Self-motivated and proactive
- Ability to be resilient and to work under pressure
2nd Line Dedicated Engineer employer: Tailor Made Technologies
Contact Detail:
Tailor Made Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Dedicated Engineer
✨Tip Number 1
Familiarise yourself with ITIL principles, as this role requires an understanding of how an ITIL service desk operates. Consider brushing up on your knowledge of ticket management and customer care best practices to demonstrate your readiness for the position.
✨Tip Number 2
Since you'll be working closely with Active Directory, Group Policy, and Office 365, make sure you can confidently discuss your experience with these technologies. Prepare examples of how you've used them in previous roles to showcase your technical skills during the interview.
✨Tip Number 3
Highlight your communication and organisational skills, as these are essential for managing customer requests and ticket triage effectively. Think of specific instances where you've successfully resolved customer issues or improved processes in a team setting.
✨Tip Number 4
Research Tailor Made Technologies and their approach to managed IT services. Understanding their mission and values will help you align your answers with what they are looking for, making you a more attractive candidate for the role.
We think you need these skills to ace 2nd Line Dedicated Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in ITIL service desk operations, Active Directory, and customer support. Use specific examples to demonstrate your skills in ticket management and incident resolution.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your understanding of the role. Mention how your previous experiences align with the duties outlined in the job description, particularly your ability to provide excellent customer care.
Highlight Relevant Skills: In your application, emphasise essential skills such as communication, organisation, and resilience. Provide examples of how you've successfully worked under pressure or contributed to a team environment.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in an IT support role.
How to prepare for a job interview at Tailor Made Technologies
✨Showcase Your Technical Skills
Make sure to brush up on your knowledge of Active Directory, Group Policy, and networking basics. Be prepared to discuss how you've used these skills in previous roles, as this will demonstrate your capability to handle the technical demands of the position.
✨Demonstrate Excellent Communication
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly and concisely. Think of examples where you successfully resolved customer issues, as this will highlight your communication skills and customer care experience.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities under pressure. Prepare by thinking through potential scenarios you might face in the role, such as managing ticket priorities or resolving incidents, and how you would approach them.
✨Emphasise Teamwork and Collaboration
This position requires working closely with a team, so be ready to share experiences where you contributed to a team effort. Highlight your ability to collaborate effectively and support your colleagues, which aligns with the company’s focus on teamwork.
