Overview of the role We arerecruiting for a 2ndLine IT Service Desk Engineer to join our team ofknowledgeable engineers,headed up by an experienced Team Leader.Asone of ourengineers,you will support a wide range of customers via the telephone, livechatandemails.You will be utilising yourexcellent and prompt customer support and willrepresentTailor Made Technologies in a professional and courteous manner.This role is based on our site in Whiteley(Monday to Friday)withon callout of business hours.You havea strong teamof management around you who will support you within this role. 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 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. 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 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 you to fulfil your targets. 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 SLAs. Assist the service desk team leader in managing our service desk in such a way as to deliver excellent customer service. 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 Team player Self-motivated and proactive Ability to be resilient and to work under pressure.