Second Line Support Engineer

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

We are recruiting for a Dedicated 2nd Line IT Service Desk Engineer to support one of our market leading, innovative customers. You will be based at our head office in Whiteley and sit with our knowledgeable Service Desk who will fully support you in your day to day.

You will be utilising your excellent and prompt customer support skills and will represent Tailor Made Technologies in a professional and courteous manner over the phone, email and face to face. This role does have an on-call expectation which is once every 5/6 weeks.

Who are Tailor Made Technologies?

Tailor Made Technologies are a fast-growing technology company based in Whiteley, located on the outskirts of Fareham. We are an award winning Managed Service Provider servicing the UK and Europe. At TMT we have a strong team ethos which has enabled us to deliver exceptional service to our clients for over 25 years. When you join us you will be part of our forward thinking team, where you will be supported by not only your manager and the leadership team but your colleagues as well. We at Tailor Made Technologies will give you everything you will need to develop your career with us.

Benefits of working for Tailor Made Technologies:

• Training opportunities set out with a clear training structure.
• Progressive working environment with access to voice your opinions to decision makers.
• Birthday day.
• IT Purchasing Scheme.
• Company Pension.
• A brilliant breakout room which provides a free breakfast and a pool table

Duties and Responsibilities of our Dedicated 2nd Line IT Service Desk Engineer:

• To 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 escape according to company procedures.
• Manage work queues and prioritise events, ensuring compliance with SLA’s.
• 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.
• Experience with how an ITIL service desk runs.
• Active Directory configuration and administration
• An understanding of Group Policy
• An understanding of DNS
• Good understanding of Office 365
• Good understanding of Microsoft Azure
• An understanding of Microsoft Intune
• Organisational skills
• Results driven with a proven track record of achieving.
• Team player
• Self-motivated and proactive
• Ability to be resilient and to work under pressure.