Overview of the role
We are recruiting for a 2nd Line IT Service Desk Engineer to join our team of knowledgeable engineers, headed up by an experienced Team Leader. As one of our engineers, you will support a wide range of customers via the telephone, live chat and emails. You will be utilising your excellent and prompt customer support and will represent Tailor Made Technologies in a professional and courteous manner. This role is based on our site in Whiteley (Monday to Friday) with on call out of business hours. You have a strong team of management around you who will support you within this role.
Benefits of working for Tailor Made Technologies:
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…Â
Duties and responsibilities of our 2nd Line IT Service Desk Engineer:
- To provide excellent customer care and support through efficient and organised ticket management Â
- Providing first response fixes to customers via the phone, live chat or email Â
- Providing resolution to incidents, requests, and appropriately escalating all others Â
- Ticket triage – assessing ticket priorities and escalating when required. Â
- Liaising with third parties and customers with regards to incident resolution and requests.Â
- Handling customer requests and escalate according to company procedures. Â
- Manage work queues and prioritise events, ensuring compliance with SLAs. Â
- Assist the service desk team leader in managing our service desk in such a way as to deliver excellent customer service. Â
Your previous experience:
- Experience with how an ITIL service desk runs. Â
- Active Directory configuration and administration Â
- An understanding of Group Policy Â
- General networking skills Â
- An understanding of DNS Â
- Good understanding of Office 365 Â
- Good understanding of Microsoft Azure Â
- An understanding of Microsoft Intune