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- Tasks: Support customers with IT needs and manage service desk tickets efficiently.
- Company: Join Tailor Made Technologies, experts in Managed IT and Cyber Security solutions.
- Benefits: Enjoy a competitive salary, 25 days holiday, birthday off, and health benefits.
- Why this job: Great opportunity for career growth with training and a supportive team environment.
- Qualifications: Experience with ITIL service desks, Active Directory, and Office 365 is essential.
- Other info: Work from our head office and enjoy a vibrant social committee and breakout room.
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 heavily relies on understanding how an ITIL service desk operates. Brush up on your knowledge of ticket management and customer service 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, consider gaining hands-on experience or certifications in these areas. This will not only boost your confidence but also show us that you're proactive about your technical skills.
✨Tip Number 3
Networking is key! Connect with current or former employees of Tailor Made Technologies on platforms like LinkedIn. Engaging with them can provide you with insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 4
Prepare to showcase your communication and organisational skills during the interview process. Think of examples from your past experiences where you've successfully managed customer requests or resolved issues under pressure, as these are crucial 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 and skills that align with the role of a 2nd Line Dedicated Engineer. Focus on your ITIL knowledge, Active Directory experience, and any customer service roles you've held.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your understanding of the company's mission. Mention specific experiences where you provided excellent customer care and resolved technical issues.
Highlight Relevant Skills: In your application, emphasise essential skills such as communication, organisation, and teamwork. Provide examples of how you've demonstrated these skills in previous roles, especially in high-pressure situations.
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.
How to prepare for a job interview at Tailor Made Technologies
✨Showcase Your Technical Skills
Make sure to highlight your experience with ITIL service desks, Active Directory, and Office 365 during the interview. Be prepared to discuss specific scenarios where you've successfully resolved technical issues or managed incidents.
✨Demonstrate Excellent Communication
Since this role involves providing customer support, it's crucial to showcase your communication skills. Practice explaining complex technical concepts in simple terms, as you may need to do this when liaising with customers.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle real-life situations, such as prioritising tickets or managing customer expectations. Think of examples from your past experiences that demonstrate your problem-solving abilities and resilience under pressure.
✨Research the Company Culture
Familiarise yourself with Tailor Made Technologies' values and work environment. Understanding their focus on partnership and customer service will help you align your answers with what they are looking for in a candidate.
