2nd Line It Support Engineer

Dedicated 2nd Line Engineer

Location: Woking (Customer Site) – onsite

Hours: Full-time, 37.5 hours per week

Overview of the Role

Due to continued growth, we are looking for a Dedicated IT Service Desk Engineer to work from our clients site in Woking.

This role involves providing an excellent first response to one of our dedicated customers IT queries, ensuring high levels of customer satisfaction and resolution rates. You will manage your own ticket triage, prioritising and escalating issues where necessary, while maintaining compliance with Service Level Agreements (SLAs). Strong communication skills are essential, as you will liaise with customers and third parties via phone and email.

We offer a progressive working environment with exposure to new technologies, an internal mentoring system, and genuine opportunities for career progression. At Tailor Made Technologies, you are not just a number—you are an integral part of our team culture, supported by an active Social Committee that organises events, competitions, and charity initiatives.

About Tailor Made Technologies

Tailor Made Technologies (TMT) are part of the Global 4 Group and are a leading Managed Service Provider specialising in IT, cyber security, and communications solutions for SMEs.

We take a partnership-focused approach, aligning our services with our clients’ strategic goals to drive business growth. Through comprehensive offerings, technical expertise, and exceptional customer service, we ensure business-critical IT and communications systems operate seamlessly, enabling our clients to achieve their objectives.

Benefits

* Competitive salary

* Structured training and development, including internal mentoring

* Progressive working environment with a voice in decision-making

* 25 days annual leave plus bank holidays

* Birthday leave

* Flexi Health plan cover

* IT purchasing scheme

* Cycle-to-work scheme and gym discounts

* Company pension

* Mental Health First Aider in the business

* Active Social Committee organising events and activities

Key Responsibilities

* Deliver excellent customer care and support through efficient ticket management

* Provide 1st & 2nd line fixes via phone and email

* Resolve incidents and requests, escalating where appropriate

* Perform ticket triage, prioritising and escalating as required

* Liaise with third parties and customers regarding incident resolution and requests

* Manage work queues and prioritise tasks to meet SLAs

* Assist the Service Desk Supervisor in maintaining high service standards

* Work productively to achieve and exceed SLAs, KPIs, and profitability targets

Essential Experience & Knowledge

* Previous experience working on an ITIL-based service desk

* Basic knowledge of Active Directory configuration and administration

* Understanding of DNS

* Basic router configuration and support experience (ideally Cisco, Draytek)

* Experience with Windows OS and Windows Server OS

* Familiarity with Office 365, Microsoft Azure, and Microsoft Intune

Essential Skills & Attributes

* Excellent communication and organisational skills

* Results-driven with a proven track record of achievement

* Self-motivated, proactive, and resilient under pressure

* Strong team player
Only candidates based in UK and eligible to work in UK are allowed