2nd Line IT Support Engineer | SLA-Driven & On-Call Ready

Tailor Made Technologies; Whiteley; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Training opportunities

Career progression

Birthday day

IT purchasing scheme

Company pension

Breakout room with breakfast

Job summary

Tailor Made Technologies, based in Whiteley, is recruiting a dedicated 2nd line IT Service Desk Engineer to join our head office team. You will support our customers via phone, email and face-to-face interactions, with an on-call rotation every 5–6 weeks.

In this role you will resolve incidents, triage tickets, and escalate when needed while collaborating with the service desk and third parties to uphold high SLA/KPI targets. A strong customer focus and ITIL awareness are essential.

Qualifications

• Experience providing 2nd line IT support in a fast-paced environment.
• Strong understanding of ITIL service management principles.
• Proficient with Active Directory, Group Policy, DNS, and Office 365.
• Knowledge of Microsoft Azure and Intune basics.
• Excellent organizational skills and ability to work under pressure.
• Team player with excellent customer-facing communication.

Responsibilities

• Provide second line incident resolution and root cause analysis.
• Offer first response fixes via phone, email, or face-to-face.
• Triage tickets, prioritise, and escalate where appropriate.
• Coordinate with third parties and customers for incident resolution.
• Maintain SLA/KPI targets and contribute to service desk improvements.
• Assist service desk team lead to deliver exceptional customer service.
• Work efficiently to meet on-call rotation requirements.

Skills

ITIL

Active Directory

Group Policy

DNS

Office 365

Azure

Intune

Teamwork

Customer service

Job description

Tailor Made Technologies, based in Whiteley, is recruiting a dedicated 2nd line IT Service Desk Engineer to join our head office team. You will support our customers via phone, email and face-to-face interactions, with an on-call rotation every 5–6 weeks.

In this role you will resolve incidents, triage tickets, and escalate when needed while collaborating with the service desk and third parties to uphold high SLA/KPI targets. A strong customer focus and ITIL awareness are essential.