2nd Line IT Service Desk Engineer – On-Site

Tailor Made Technologies Limited; Poole; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

Training opportunities

Progressive environment

25 days holiday

Birthday day

Health plan

IT purchasing

Company pension

Breakout room with breakfast

Job summary

Tailor Made Technologies Limited in Whiteley, Hampshire, is seeking a dedicated 2nd Line IT Service Desk Engineer to join our head office team. Based on-site, you will provide prompt customer support to our clients by phone, email and face-to-face, with an on-call requirement roughly every 5–6 weeks.

You will work with a knowledgeable service desk and colleagues, handling incidents, referrals to third parties, and SLA/KPI targets while developing your career within a supportive, award-winning

Qualifications

• 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

Responsibilities

• 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 upscale 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 SLA’s and KPI’s.

Skills

Excellent communication skills

Organisational skills

Results driven

Team player

Self-motivated and proactive

Resilient under pressure

ITIL service desk

Active Directory

Group Policy

General networking

DNS

Office 365

Microsoft Azure

Microsoft Intune

Tools

ITIL

Active Directory

Group Policy

Networking

DNS

Office 365

Microsoft Azure

Intune

Job description

Tailor Made Technologies Limited in Whiteley, Hampshire, is seeking a dedicated 2nd Line IT Service Desk Engineer to join our head office team. Based on-site, you will provide prompt customer support to our clients by phone, email and face-to-face, with an on-call requirement roughly every 5–6 weeks.

You will work with a knowledgeable service desk and colleagues, handling incidents, referrals to third parties, and SLA/KPI targets while developing your career within a supportive, award-winning