Senior IT Service Desk Professional

2 months ago

Whiteley, Hampshire, United Kingdom Tailor Made Technologies Full time
Job Description

Overview of the Role

We are seeking an experienced Third Line ICT Support Specialist to join our busy Service Desk at Tailor Made Technologies. Our team of four knowledgeable engineers provides top-notch support to our customers, and we are looking for someone who wants to join our outgoing service desk and help support the more junior engineers.

Benefits of Working for Tailor Made Technologies

We offer a competitive salary, comprehensive training opportunities, and a progressive working environment where you can voice your opinions to decision makers. Our benefits package includes:

  • A competitive salary
  • Training opportunities with a clear training structure
  • Progressive working environment with access 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

Job Responsibilities

The successful candidate will be responsible for:

  • Providing expert-level technical support to address complex issues escalated from lower tiers (1st and 2nd line support)
  • Taking ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements
  • Identifying underlying root causes of recurring incidents and implementing long-term solutions to prevent their recurrence
  • Assessing and implementing changes to IT systems and infrastructure, ensuring minimal disruption to operations
  • Interfacing with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software
  • Providing guidance and support to junior engineers and support staff

Requirements

The ideal candidate will have:

  • Microsoft Windows desktop and server configuration and support experience
  • Microsoft Exchange On Prem and Online configuration and support experience
  • Terminal server environment configuration and support experience (Citrix, AVD, RDS)
  • 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
  • Strong understanding of SSL Certificates

Essential Skills

The successful candidate will possess:

  • Excellent communication skills
  • Organisational skills
  • Results driven with a proven track record
  • Team player
  • Self-motivated and proactive
  • Ability to be resilient and to work under pressure

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