Overview of the role
We are recruiting for a Roaming Engineer to join our large, supportive team of Outsourced Engineers. As one of our Outsourced team members you will support a wide range of customers’ needs onsite and from our head office in Whiteley. You will provide excellent and prompt technical customer support and will represent Tailor Made Technologies in a professional and courteous manner. This role would suit an experienced 2nd/ 3rd Line Engineer who wants to progress onto their next steps, or a Field Engineer who wants a company where you aren’t just a number but a valued member of our team.
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 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.
Duties and responsibilities of our Roaming Engineer:
* Responsible for provision of second line technical support to the customer.
* Ensure IT Roaming Engineer calendar bookings are followed in line with Onsite Engineering requirements.
* Identify areas of improvement and make recommendations to appropriate parties.
* Use of Tailor Made software to manage, monitor and respond proactively to customer incidents.
* Ensuring customers are kept informed regarding on-going tickets and effective communication is delivered to the business.
* Achieving agreed and contracted SLA’s.
* In line with ISO standards, ensure that all processes, procedures and documentation are maintained and updated where appropriate in line with company procedures.
* Working with 3rd parties to provide incident support through to resolution with customer specific applications.
* Support the Technical Resource Operations Manager, Account Manager, Service Desk Manager and Project Engineers with infrastructure upgrades, maintenance and renewals.
* Undertake equipment builds and installations as and when required.
* Ensure all activities are aligned with ITIL procedures.
* Any other ad hoc duties as and when required.
Your previous experience:
* Experience with a service desk ticketing system
* If you have experience in any of the below, we’d like to hear from you (not all required):
* Windows Desktops configuration and support experience
* Windows Server configuration and support experience
* Office 365 support experience
* Microsoft Exchange configuration and support experience
* Active Directory configuration and administration
* VMware support experience
* Citrix support experience
* Strong networking skills
* ITIL knowledge
Essential Skills:
* Excellent communication skills
* Organisational skills
* Results driven with a proven track record of achieving
* Team player
* Self-motivated and proactive
* Ability to be resilient and to work under pressure