2nd Line Support Engineer

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 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.
• 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.