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1st Line IT Service Desk Engineer

4 months ago

Fareham, United Kingdom Tailor Made Technologies Full time

Overview of the Role:

We are recruiting for a 1stLine IT Service Desk Engineer due to an internal promotion. This role will be joining our 1stLine IT team which is made up of 7 engineers including the team leader, the IT Service Desk is made up of 20 engineers who all support, encourage and motivate each other to develop themselves.

The main day-to-day of this role is to provide an excellent first response to customers IT queries whilst maintaining our high level of customer satisfaction and fix rate. You will be managing your own ticket triage where you will assess the ticket priorities and escalate them to the wider team where needed. You will need to have a good experience of communicating with third parties and customers via email and the phone whilst achieving our Service Level Agreements with our customers.

What we can provide you is a progressive work environment, where you will be working with new technologies. An internal mentoring system with real progression opportunities, you're not a number but an integral part of the Service Desk Team. Here at Tailor Made Technologies we pride ourselves on our culture, we have a friendly work environment with an active Social Committee who run internal competitions, evening's out and charity events.

Are you ready to join a company where you are looking to grow your career, then apply below


Who are Tailor Made Technologies?

We are experts in managed technology, specialising in IT, cyber security and communications solutions for small and medium-sized enterprises (SMEs).

Partnership-focused with a deep and deliberate understanding of customers strategic goals, our in-house teams tailor our services to suit every clients 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 the potential for you to achieve your business goals.


Benefits of working for Tailor Made Technologies:

  • A competitive salary.
  • Training opportunities set out with a clear training structure, including an internal mentoring system.
  • 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.
  • IT Purchasing Scheme.
  • Cycle to work scheme and gym discounts.
  • Company Pension.
  • Mental Health first aider on site.
  • An active Social Committee who run competitions, evenings out and charity events.
  • A brilliant breakout room which provides a free breakfast and a pool table.


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 SLAs.
  • 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 SLAs, KPIs and profitability targets.


Your previous experience:

  • Experience with how an ITIL service desk runs.
  • Active Directory configuration and administration
  • Strong knowledge and understanding of Group Policy
  • Strong general networking skills (CLI, Subnetting, NAT)
  • Good understanding of DNS
  • Router configuration and support experience (Cisco, HP, Draytek)
  • Firewall configuration and support experience (Watchguard, SonicWALL)
  • HP ProLiant & Dell PowerEdge Server Hardware support experience
  • VMware & Hyper V support experience (VCP an advantage)
  • Storage technologies (NAS, NetApps, Synology)
  • Strong understanding of Office 365
  • Strong understanding of Microsoft Azure
  • Strong 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

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