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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 25 days holiday, birthday off, health cover, and a fun workplace culture.
- 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 customer site, with access to a vibrant 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
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 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, make sure you have hands-on experience or relevant projects to discuss during your interview. This will show that you're not just familiar with these technologies but can also apply them effectively.
✨Tip Number 3
Highlight your communication skills and ability to work under pressure. Prepare examples from your past experiences where you've successfully managed customer interactions or resolved issues efficiently, as this is crucial for providing excellent customer care.
✨Tip Number 4
Network with current or former employees of Tailor Made Technologies if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach and questions during the interview process.
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. Emphasise 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 examples of how you've provided excellent customer care in previous roles.
Highlight Technical Skills: In your application, clearly list your technical skills such as networking, DNS, Office 365, Microsoft Azure, and Intune. Provide brief examples of how you've used these skills in past positions.
Showcase Soft Skills: Don't forget to mention your soft skills like communication, organisation, and teamwork. These are crucial for the role, so provide examples of how you've demonstrated these in a professional setting.
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 tickets efficiently.
✨Demonstrate Excellent Communication
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly. Use examples from your past experiences to show how you effectively communicated with customers and team members to resolve issues.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of situations where you had to triage tickets or manage priorities under pressure, and be ready to explain your thought process and the outcomes.
✨Research Tailor Made Technologies
Familiarise yourself with the company's mission and values. Understanding their approach to managed IT and customer service will help you align your answers with what they are looking for in a candidate.
