2nd Line IT Support Engineer – Customer-Focused

Tailor Made Technologies Limited; Whiteley; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Training opportunities

Birthday day

IT Purchasing Scheme

Company Pension

Breakout room with breakfast and pool

Job summary

Tailor Made Technologies Limited is recruiting a Dedicated 2nd Line IT Service Desk Engineer to join our Whiteley head office. You will support our knowledgeable Service Desk and sit with colleagues who provide full day-to-day backing, including on-call duties every 5–6 weeks.

We value customer-focused professionals with strong ITIL knowledge, AD, DNS, Office 365, Azure and Intune experience. You will help resolve incidents, respond quickly to requests, and maintain excellent service standards

Qualifications

• Experience in a dedicated 2nd line IT service desk role.
• Strong customer-facing communication and ticketing skills.
• Familiarity with ITIL service desk processes.
• Proactive, resilient under pressure and team-oriented.
• Willingness to participate in on-call rotation.

Responsibilities

• Provide first-line resolution for incidents via phone, email, or face-to-face.
• Triage and escalate tickets based on priority and SLAs.
• Collaborate with service desk and third parties to resolve issues.
• Maintain knowledge base and ensure timely ticket updates.
• Monitor queues and KPIs to meet SLAs and performance targets.
• Assist service desk team leader in day-to-day operations.
• Liaise with customers professionally and document interactions.

Skills

Customer service

Communication

Teamwork

On-call readiness

Problem solving

Tools

Active Directory

Group Policy

DNS

Office 365

Azure

Intune

Job description

Tailor Made Technologies Limited is recruiting a Dedicated 2nd Line IT Service Desk Engineer to join our Whiteley head office. You will support our knowledgeable Service Desk and sit with colleagues who provide full day-to-day backing, including on-call duties every 5–6 weeks.

We value customer-focused professionals with strong ITIL knowledge, AD, DNS, Office 365, Azure and Intune experience. You will help resolve incidents, respond quickly to requests, and maintain excellent service standards