Information Technology Support Engineer

2 weeks ago

Whiteley, United Kingdom Tailor Made Technologies Full time

IT Service Desk Engineer (1st Line Support)Location: Whiteley (Head Office) – 4 days per week, Beaulieu (Customer Site) – 1 day per weekEmployment Type: Full-time, PermanentAbout the RoleAre you passionate about IT support and delivering exceptional customer service? Due to continued growth, Tailor Made Technologies is looking for a 1st Line Service Desk Engineer to join our expanding team.You’ll be part of a collaborative 1st Line team of seven engineers, supported by a wider Service Desk team of 22 professionals. This is a hands-on role where you’ll provide first-response IT support, manage your own ticket triage, and ensure issues are resolved or escalated promptly—all while maintaining our high customer satisfaction standards.This position offers exposure to new technologies, structured training, and genuine career progression opportunities. You’ll work in a supportive environment where your ideas matter, and you’ll be part of a team that values collaboration and innovation.What You’ll DoDeliver first-line IT support via phone and emailDiagnose and resolve incidents and service requests, escalating where necessaryManage ticket triage and prioritisation to meet SLAsLiaise with customers and third-party providers for issue resolutionAssist the Service Desk Supervisor in maintaining service excellenceWork efficiently to achieve and exceed SLAs, KPIs, and team targetsWhat We’re Looking ForPrevious experience on an ITIL-based service deskBasic knowledge of Active Directory administrationUnderstanding of DNS and router configuration (Cisco, Draytek preferred)Experience with Windows OS and Windows Server OSFamiliarity with Office 365, Microsoft Azure, and IntuneEssential Skills:Excellent communication and organisational skillsStrong problem-solving ability and resilience under pressureSelf-motivated, proactive, and a team playerWhy Join Tailor Made Technologies?We’re an award-winning Managed Service Provider specialising in IT, cyber security, and communications solutions for SMEs across the UK and Europe. For over 25 years, we’ve helped businesses thrive through technology.When you join us, you’ll be part of a forward-thinking team with access to:Competitive salaryStructured training and mentoring25 days holiday + bank holidaysBirthday leaveFlexi Health plan coverCycle-to-work scheme & gym discountsCompany pensionMental Health First Aider on siteActive Social Committee organising events and charity initiativesModern breakout area with free breakfast and pool tableReady to Take the Next Step?If you’re looking for a role where you can grow your IT career and make an impact, we’d love to hear from you.

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