At a Glance
- Tasks: Provide top-notch IT support and manage customer queries efficiently.
- Company: Join a fast-growing, award-winning tech company with a strong team ethos.
- Benefits: Enjoy competitive salary, 25 days holiday, and a fun breakout room.
- Other info: Flexible working, training opportunities, and a supportive team await you.
- Why this job: Make a real impact in a dynamic environment while developing your career.
- Qualifications: Experience with ITIL service desk, Active Directory, and Office 365.
The predicted salary is between 30000 - 40000 £ per year.
We are recruiting for a Dedicated 2nd Line IT Service Desk Engineer to support one of our market leading, innovative customers. You will be based at our head office in Whiteley and sit with our knowledgeable Service Desk who will fully support you in your day to day. You will be utilising your excellent and prompt customer support skills and will represent Tailor Made Technologies in a professional and courteous manner over the phone, email and face to face. This role does have an on-call expectation which is once every 5/6 weeks.
Who is Tailor Made Technologies
Tailor Made Technologies are a fast-growing technology company based in Whiteley, located on the outskirts of Fareham. We are an award-winning Managed Service Provider servicing the UK and Europe. At TMT, we have a strong team ethos which has enabled us to deliver exceptional service to our clients for over 25 years. When you join us, you will be part of our forward-thinking team, where you will be supported by not only your manager and the leadership team but your colleagues as well. We at Tailor Made Technologies will give you everything you will need to develop your career with us.
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.
- Birthday day.
- Flexi Health plan cover.
- IT Purchasing Scheme.
- Company Pension.
- A brilliant breakout room which provides a free breakfast and a pool table.
Duties and Responsibilities of our Dedicated 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, face to face, 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 escalating 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.
- Work efficiently and productively to achieve and exceed SLAs and KPIs.
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 Support Engineer employer: Broughton Group
Tailor Made Technologies is an exceptional employer, offering a dynamic and supportive work environment in Whiteley, where innovation thrives. With a strong emphasis on employee development, you will benefit from structured training opportunities, a competitive salary, and a progressive culture that values your input. Enjoy perks like 25 days of holiday, a birthday day off, and a vibrant breakout room, all while being part of a dedicated team committed to delivering outstanding service.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Broughton Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Broughton Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 2nd Line Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Broughton Group:Your cover letter is your chance to shine! Tell us why you want to work at Broughton Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Broughton Group!
How to prepare for a job interview at Broughton Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
