Dedicated 2nd Line EngineerLocation: Lowton (Customer Site) – 3/4 days per week, occasional travel to WhetherbyHours: Full-time, 37.5 hours per weekOverview of the RoleDue to continued growth, we are looking for a Dedicated IT Service Desk Engineer to work from our clients site in Lowton.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 TechnologiesTailor Made Technologies (TMT) is 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.BenefitsCompetitive salaryStructured training and development, including internal mentoringProgressive working environment with a voice in decision-making25 days annual leave plus bank holidaysBirthday leaveFlexi Health plan coverIT purchasing schemeCycle-to-work scheme and gym discountsCompany pensionMental Health First Aider in the businessActive Social Committee organising events and activitiesKey ResponsibilitiesDeliver excellent customer care and support through efficient ticket managementProvide 1st & 2nd line fixes via phone and emailResolve incidents and requests, escalating where appropriatePerform ticket triage, prioritising and escalating as requiredLiaise with third parties and customers regarding incident resolution and requestsManage work queues and prioritise tasks to meet SLAsAssist the Service Desk Supervisor in maintaining high service standardsWork productively to achieve and exceed SLAs, KPIs, and profitability targetsEssential Experience & KnowledgePrevious experience working on an ITIL-based service deskBasic knowledge of Active Directory configuration and administrationUnderstanding of DNSBasic router configuration and support experience (ideally Cisco, Draytek)Experience with Windows OS and Windows Server OSFamiliarity with Office 365, Microsoft Azure, and Microsoft IntuneEssential Skills & AttributesExcellent communication and organisational skillsResults-driven with a proven track record of achievementSelf-motivated, proactive, and resilient under pressureStrong team player