Full Time | Whiteley HQ



Tailor Made Technologies looking for a 3rd Line Engineer to join a talented team currently working with a wide range of customers across a number of mixed environments. Why Join Us? Tailor Made is a fast growing tech company where we empower each other to provide our customers with the best possible services and solutions. You will be part of a company with a supportive and forward-thinking culture, allowing you to develop and partake in refreshingly challenging work. As a 3rd Line Telecoms Service Desk Engineer you will provide an escalation point for all technical issues that cannot be resolved by our Level 2 team in their bid to support a wide number of our customers. This position requires an in depth technical knowledge base as well as the ability to effectively communicate with our key customers. You will play a pivotal role in providing technical assistance and developing our customer relationships, being an ambassador for the group.



  • 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 2nd 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.



  • 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.


Desirable Skills


  • Formal Telecoms Qualifications – NEC, Unified Communications.
  • Field Telecoms Engineering experience.
  • Full driving license and access to car.