2nd Line IT Support Engineer – Impact & Growth

Loxo; Whiteley; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Training opportunities set out with a

Progressive working environment with a

Birthday day

IT Purchasing Scheme

Company Pension

A brilliant breakout room with free早餐

Job summary

Tailor Made Technologies, a fast-growing MSP based in Whiteley, near Fareham, is recruiting a 2nd Line IT Service Desk Engineer to join our head office team. You will sit with our knowledgeable Service Desk and receive full day-to-day support as you progress.

You will use your strong customer support skills to handle incidents via phone, email or face-to-face, triage tickets, and liaise with third parties to resolve issues while maintaining SLA/KPI targets.

Qualifications

• Experience operating an ITIL service desk
• Strong organizational skills
• Ability to work with SLA and KPI targets
• Experience working with Windows environments

Responsibilities

• Provide excellent customer care and support through ticket management
• First response fixes to customers via phone, face to face, or email
• Resolve incidents and requests, escalating as needed
• Ticket triage and prioritisation
• Liaise with third parties and customers for incident resolution
• Handle customer requests per company procedures
• Manage work queues and priorities to meet SLA
• Assist service desk team leader to deliver excellent service
• Work efficiently to achieve and exceed SLA and KPI
• Understand how ITIL service desk runs

Skills

Customer support

Communication

Ticket management

SLA/KPI knowledge

Teamwork

Resilience under pressure

Self-motivation

Tools

Active Directory

Group Policy

DNS

Office 365

Microsoft Azure

Microsoft Intune

Job description

Tailor Made Technologies, a fast-growing MSP based in Whiteley, near Fareham, is recruiting a 2nd Line IT Service Desk Engineer to join our head office team. You will sit with our knowledgeable Service Desk and receive full day-to-day support as you progress.

You will use your strong customer support skills to handle incidents via phone, email or face-to-face, triage tickets, and liaise with third parties to resolve issues while maintaining SLA/KPI targets.