Tailor Made Technologies - 2nd Line Support Engineer

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

We are recruiting for a 2nd Line IT Service Desk Engineer to join our team. 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.

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.uitif
   
• 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.