Overview of the role
We are recruiting for a 1st Line IT Service Desk Engineer on our late shift working from home (13.30 – 22.00). This role will be an extension of our 1st Line 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 customer’s 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!
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…
Duties and responsibilities of our 1st Line IT Service Desk Engineer – Lates:
- 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 SLA’s.
- 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 SLA’s, KPI’s and profitability targets.
Your previous experience:
- Basic knowledge Active Directory configuration and administration
- Basic understanding of what DNS is
- Basic understanding of Router configuration and support experience (ideally Cisco, Draytek)
- Experience using Windows OS and Windows Server OS
- Understanding of Office 365
- Understanding of Microsoft Azure
- Understanding of Microsoft Intune
