Overview of the role

We are recruiting for a 1st Line IT Service Desk Engineer to join our team of knowledgeable Engineers located on site in Whiteley. As our 1st Line IT Service Desk Engineer, you will support a wide range of customers via the telephone and email management, offering excellent and prompt customer support and you will represent Tailor Made Technologies in a professional and courteous manner. You have a strong team of management around you who will support you within this role and there is opportunity to develop your skills.

Benefits of working for Tailor Made Technologies:

A competitive salary

Training opportunities set out with a clear training structure

Progressive working environment with access to voice your opinions to decision makers

25 days holiday plus bank holidays

Your birthday off

Flexi health plan cover and access to a range of Health Benefits

IT purchasing scheme

Company pension

An active Social Committee who plan monthly competitions and events

A brilliant breakout room with free breakfast and a pool table

Join a Trusted Partner for Transformative Managed Technology​

Experts in Managed IT, Cyber Security and Communications solutions, Tailor Made Technologies (TMT) is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals.​

Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, our in-house teams tailor our services to suit every client’s unique requirements and drive business growth.​

Through comprehensive offerings, broad technical knowledge and excellent customer service, we ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets.

We provide… 

Dedicated experts who speak your language

Scalable technology solutions that grow with you

Compliant services that keep you competitive

Straightforward support with no hidden costs

Duties and responsibilities of our 1st 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 or email  
  • Providing resolution to incidents and 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 escalate according to company procedures.  
  • Manage work queues and prioritise events, ensuring compliance with SLA’s.  
  • Assist the service desk supervisor 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, KPI’s and profitability targets.  

Your previous experience:

  • Experience with working on an ITIL service desk.
  • Basic knowledge Active Directory configuration and administration
  • Basic understanding of what DNS is
  • Basic understanding of Router configuration and support experience (ideally Cisco, Draytek)
  • Experience using Windows OS and Windows Server OS
  • Understanding of Office 365
  • Understanding of Microsoft Azure
  • Understanding of Microsoft Intune

Essential Skills:

  • Excellent communication skills 
  • 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  

Apply: