Dedicated 1st Line Engineer

JR United Kingdom; Whiteley; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading company in managed technology solutions is seeking a 1st Line IT Service Desk Engineer. This role involves providing excellent customer support, managing IT queries, and ensuring high satisfaction rates. The position offers a progressive work environment with training, mentorship, and opportunities for career advancement.

Benefits

Structured training and mentoring programs

Opportunities to voice opinions in a progressive environment

Your birthday off

IT Purchasing Scheme

Cycle to work scheme and gym discounts

Company Pension

Active social events, competitions, and charity activities

Relaxed breakout room with free breakfast and pool table

Qualifications

• Strong communication skills for customer interaction.
• Ability to manage and prioritize tickets effectively.
• Experience in a customer service role is beneficial.

Responsibilities

• Provide first-response support to customer IT queries.
• Manage ticket triage and assess priorities.
• Liaise with third parties for incident resolution.

Skills

Customer Care

Communication

Organizational Skills

Team Player

Proactive

Job description

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Job Title: 1st Line IT Service Desk Engineer

We are recruiting for a 1st Line IT Service Desk Engineer due to an internal promotion. This role will be part of our 1st Line IT team, which comprises 7 engineers including the team leader, within a larger team of 22 engineers supporting, encouraging, and motivating each other. The role is based at our Head Office in Whiteley (4 days a week) and at our customer site in Beaulieu (1 day a week).

The main responsibilities include providing excellent first-response support to customer IT queries, maintaining high customer satisfaction and fix rates. You will manage your own ticket triage, assess priorities, and escalate issues as needed. Effective communication with third parties and customers via email and phone is essential, along with meeting Service Level Agreements.

We offer a progressive work environment with exposure to new technologies, an internal mentoring system, and clear progression opportunities. At Tailor Made Technologies, we pride ourselves on our friendly culture, active social committee, and engagement in internal competitions, social events, and charity activities.

About Tailor Made Technologies

We are experts in managed technology, specializing in IT, cybersecurity, and communications solutions for SMEs. Our customer-centric approach involves tailoring services to meet individual client needs and supporting business growth through comprehensive offerings, technical expertise, and excellent customer service.

Benefits

• Structured training and mentoring programs
• Opportunities to voice opinions in a progressive environment
• Your birthday off
• IT Purchasing Scheme
• Cycle to work scheme and gym discounts
• Company Pension
• Active social events, competitions, and charity activities
• Relaxed breakout room with free breakfast and pool table

Responsibilities

• Providing excellent customer care through organized ticket management
• First response to customer issues via phone or email
• Resolving incidents and requests, escalating as necessary
• Ticket triage and prioritization
• Liaising with third parties and customers for incident resolution
• Managing work queues to meet SLA requirements
• Supporting the service desk supervisor to ensure excellent customer service
• Working efficiently to exceed SLA, KPI, and profitability targets
• Organizational skills and results-driven mindset
• Team player, self-motivated, proactive, resilient under pressure