2Nd Line It Service Desk Engineer

Overview of the Role:
We are recruiting for a 2nd Line IT Service Desk Engineer to join our team of 6 knowledgeable Engineers, headed up by an experienced Team Leader. As one of our engineer’s, you will support a wide range of customers via the telephone, live chat and email’s. 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.
Who are Tailor Made Technologies?

Tailor Made Technologies are a fast-growing technology company based in Whiteley, located on the outskirts of Fareham. We are an award winning Managed Service Provider servicing the UK and Europe. At TMT we have a strong team ethos which has enabled us to deliver exceptional service to our clients for over 25 years. When you join us you will be part of our forward thinking team, where you will be supported by not only your manager and the leadership team but your colleagues as well. We at Tailor Made Technologies will give you everything you will need to develop your career with us.
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.
• Birthday day.
• Flexi Health plan cover.
• IT Purchasing Scheme.
• Company Pension.
• Free onsite parking and a brilliant breakout room which provides a free breakfast and a pool table

Duties and Responsibilities of our 2nd 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, live chat 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 escalate according to company procedures. 
• Manage work queues and prioritise events, ensuring compliance with SLA’s. 
• 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.

Your previous experience:

• 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 

Essential Skills-

• Excellent communication skills
• Organisational skills
• Results driven with a proven track record of achieving.
• Team player