Full Time | Whiteley HQ



A 2nd Line Telco Service Desk Engineer is required to join Tailor Made Technologies, a leading provider of IT and Telecommunications services in the UK. As a 2nd Line Telco Service Desk Engineer you will work within a talented team providing first class technical solutions to our customers.


• To provide an initial point of contact via the phone to all contractual clients, log tickets with SLA’s set and collating all details of the issue.
• To work with the technical support team to identify problems and assist with solutions.
• Providing support to all clients, updating change control and ensuring business continuity.
• Manage faults through to completion, keeping our Customers updated and liaising with 3rd party Suppliers.
• Carrying out routine maintenance tasks on client’s phone systems.
• To accept escalations from our 1st Line Support Team and manage the complex tasks through to fix and completion.
• To support the junior members of the Team, aiding their development.
• Support the Head of Telecoms Operations to develop the Team and meet the Businesses KPI goals and objectives.


  • 2 years’ experience of working in a Service Desk environment.
  • Experience of working with PBX and cloud-based systems including NEC SV8100, SV9100, LG iPECS, WHC, Mitel Hosted. Not all experience is essential for this role.
  • A good understanding of NEC PBX hardware including cards and handsets.
  • Understanding of ISDN 2/30, PSTN, ADSL, fibre, EFM and Leased Lines.
  • Knowledge of routers and networking (Draytek, Technicolor, LAN/WAN).
  • Knowledge of Windows desktop operating systems and 365.
  • SIP Trunk, VoIP, Hosted and Networking experience – VLAN, Wi-Fi and VPN.
  • Experience with using a Service Management system to manage incidents and requests.