IT Support Engineer (Weekend Shift – 4 Day working week)
Overview of the Role
We are recruiting for an IT Support Engineer to support our customers. You will be based at our head office in Whiteley. You will sit with our knowledgeable Service Desk when at head office, who will fully support you in your day to day. You will be utilising your excellent and prompt customer support skills and will represent Tailor Made Technologies in a professional and courteous manner over the phone, email and face to face.
This role operates on a 4-day working week, Friday through Monday (preferred) or Saturday through Tuesday, with working hours of 8:00am to 6:00pm. Weekend shifts (Saturday and Sunday) are worked from home, with weekdays based at the office in Whiteley.
Who are 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.
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
* Birthday day
* Flexi Health plan cover
* IT Purchasing Scheme
* Company Pension
* Free onsite parking and a brilliant breakout room which provides a free breakfast and a pool table
Duties and Responsibilities of our IT Support Engineer
* To provide excellent customer care and support through efficient and organised ticket management
* Providing first response fixes to customers via the phone, face to face, 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 SLA’s
* Assist the service desk team leader in managing our service desk to deliver excellent customer service
* Work efficiently and productively to achieve and exceed SLA’s and KPI’s
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 of achieving
* Team player
* Self-motivated and proactive
* Ability to be resilient and to work under pressure