2nd Line Support Engineer in Andover

2nd Line IT Engineer (Onsite)

Location: Andover (Customer Site)

Company: Tailor Made Technologies

Salary: Up to £30,000 - £35,000 + Benefits

Be the face of IT support for a key customer

Tailor Made Technologies (TMT) is looking for an experienced 2nd Line IT Engineer to join our growing team and provide dedicated onsite support to one of our valued customers, Cross Rental, in Andover. This is a customer-facing role where you'll act as the primary onsite IT contact, combining technical expertise with excellent service delivery to ensure a seamless IT experience. Working onsite five days a week, you'll be responsible for troubleshooting, resolving incidents, managing support requests, and building strong relationships with end users. If you're passionate about technology, thrive in a hands‑on support environment, and enjoy delivering exceptional customer service, we'd love to hear from you.

The Role

As a 2nd Line IT Engineer, you will be a key member of the Tailor Made Technologies team while serving as the trusted onsite technology partner for our customer.

Your Responsibilities Will Include

• Acting as the primary onsite IT contact for the customer
• Managing and prioritising support tickets through the service desk system
• Providing first‑time fixes wherever possible
• Diagnosing and resolving 1st and 2nd line technical issues
• Escalating incidents appropriately when required
• Monitoring and maintaining customer systems and infrastructure
• Working to agreed service levels (SLAs)
• Supporting end users with hardware, software, and networking issues
• Collaborating with the wider TMT Service Desk and technical teams
• Delivering an excellent customer experience through professional and efficient support

About You

We're looking for someone with previous IT support experience who enjoys working directly with customers and takes pride in delivering outstanding service.

Technical Experience

Experience in a service desk environment is essential, along with knowledge of some of the following technologies:

• Windows Desktop configuration and support
• Windows Server administration and support
• Microsoft 365 / Office 365
• Microsoft Exchange
• Active Directory administration
• VMware
• Citrix
• Networking technologies and troubleshooting
• ITIL methodologies and best practices

You don't need experience in every technology listed above. We're looking for strong foundational skills and a willingness to learn.

Key Skills

• Excellent communication and interpersonal skills
• Strong organisational and time‑management abilities
• Relationship‑building and stakeholder management skills
• Professional presentation and customer‑facing skills
• Results‑driven approach with a proactive mindset
• Team player who collaborates effectively with colleagues
• Self‑motivated and able to work independently
• Resilient under pressure with strong problem‑solving abilities

Why Join Tailor Made Technologies?

Tailor Made Technologies is an award‑winning Managed Service Provider supporting businesses across the UK and Europe. For more than 25 years, we've built our reputation on delivering exceptional service, innovative technology solutions, and a people‑first culture.

When you join TMT, you'll become part of a supportive and collaborative team that genuinely invests in your development. We believe in giving our people the tools, training, and opportunities they need to build successful careers.

Benefits

• Salary up to £35,000
• Structured training and development pathway
• Clear career progression opportunities
• Supportive and collaborative working environment
• Opportunities to contribute ideas directly to business leaders
• 25 days annual leave plus bank holidays
• Additional birthday leave
• Flexi Health Plan
• IT purchasing scheme
• Company pension scheme