Information Technology Support Engineer

1st Line Service Desk Engineer

We are recruiting for a 1st Line IT Service Desk Engineer due to growth. This role will be joining our 1st Line IT team which is made up of 7 engineers including the team leader, the IT Service Desk is made up of 22 engineers who all support, encourage and motivate each other to develop themselves. This role will be 4 days a week based at our Head Office in Whiteley and 1 day a week based at our customer site in Beaulieu.

Overview of the Role:

The main day‑to‑day of this role is to provide an excellent first response to customer’s IT queries whilst maintaining our high level of customer satisfaction and fix rate. You will be managing your own ticket triage where you will assess the ticket priorities and escalate them to the wider team where needed. You will need to have a good experience of communicating with third parties and customers via email and the phone whilst achieving our Service Level Agreements with our customers.

What we can provide you is a progressive work environment, where you will be working with new technologies. An internal mentoring system with real progression opportunities, you’re not a number but an integral part of the Service Desk Team. Here at Tailor Made Technologies we pride ourselves on our culture, we have a friendly work environment with an active Social Committee who run internal competitions, evenings out and charity events.

Are you ready to join a company where you are looking to grow your career, then apply below!

Who are Tailor Made Technologies?

We are experts in managed technology, specialising in IT, cyber security and communications solutions for small and medium‑size enterprises (SMEs).

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 the potential for you to achieve your business goals.

Benefits of working for Tailor Made Technologies:

• Training opportunities set out with a clear training structure, including an internal mentoring system.
• Progressive working environment with access to voice your opinions to decision makers.
• Your birthday off.
• IT Purchasing Scheme.
• Cycle to work scheme and gym discounts.
• Company Pension.
• An active Social Committee who run competitions, evenings out and charity events.
• A brilliant breakout room which provides a free breakfast and a pool table.

Duties and Responsibilities of our 1st Line IT Service Desk Engineer:

• You will provide excellent customer care and support through efficient and organised ticket management.
• You’ll support first response fixes to customers via the phone or email.
• You will be providing resolution to incidents and requests, and appropriately escalating all others.
• Ticket triage – assessing ticket priorities and escalating when required.
• Liaising with third parties and customers with regard to incident resolution and requests.
• Handling customer requests and escalating according to company procedures.
• Manage work queues and prioritise events, ensuring compliance with SLA’s.
• Assist the service desk supervisor in managing our service desk in such a way as to deliver excellent customer service.
• Work efficiently and productively to achieve and exceed SLA’s, KPI’s and profitability targets.
• Experience with working on an ITIL service desk.
• Basic knowledge of Active Directory configuration and administration.
• Basic understanding of DNS.
• Basic understanding of Router configuration and support experience (ideally Cisco, Draytek).
• Experience using Windows OS and Windows Server OS.
• Understanding of Office 365.
• Understanding of Microsoft Azure.
• Understanding of Microsoft Intune.
• 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.

If you would like further information on the role or would like to apply, please send your CV to jack.hewitt-coleman@tmtech.co.uk

Seniority level

• Associate

Employment type

• Full‑time

Job function

• Information Technology, Customer Service, and Engineering
• IT Services and IT Consulting, Information Services, and Technology, Information and Media

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