Whiteley-Based 2nd Line IT Support Engineer

Tailor Made Technologies; Burridge; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Birthday day

Flexi Health plan cover

Company Pension

Training opportunities

Job summary

Tailor Made Technologies is seeking a Dedicated 2nd Line IT Service Desk Engineer based at our Whiteley head office. You will support a market-leading customer, working with a knowledgeable team to deliver prompt, professional help via phone, email and face-to-face.

The role includes on-call duties approximately every 5–6 weeks. You will be part of a long-standing MSP known for strong teamwork and career development opportunities in the UK and Europe.

Qualifications

• Experience with how an ITIL service desk runs.
• Active Directory configuration and administration.
• An understanding of Group Policy.
• General networking skills.
• An understanding of DNS.
• Good understanding of Office 365.
• Good understanding of Microsoft Azure.
• An understanding of Microsoft Intune.

Responsibilities

• 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 elevate according to company procedures.
• Manage work queues and prioritise events, ensuring compliance with SLAs.
• 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.

Skills

Excellent communication

Organisational skills

Results driven

Team player

Self-motivated

Proactive

Resilient under pressure

Tools

Active Directory

Group Policy

DNS

Office 365

Azure

Intune

Job description

Tailor Made Technologies is seeking a Dedicated 2nd Line IT Service Desk Engineer based at our Whiteley head office. You will support a market-leading customer, working with a knowledgeable team to deliver prompt, professional help via phone, email and face-to-face.

The role includes on-call duties approximately every 5–6 weeks. You will be part of a long-standing MSP known for strong teamwork and career development opportunities in the UK and Europe.