First Line Support Engineer

Tailor Made Technologies Ltd; Whiteley, Beaulieu; On-site; GBP 60,000 - 80,000; Full time

Job summary

A Managed Service Provider is seeking a 1st Line Service Desk Engineer based in Whiteley. In this role, you will provide first-response IT support, manage ticket triage, and liaise with customers for issue resolution. Ideal candidates will have experience in ITIL-based service desks, knowledge of Active Directory, and familiarity with technologies such as Office 365 and Microsoft Azure. Join a collaborative team with structured training, career progression, and a supportive environment.

Benefits

Structured training

25 days holiday + bank holidays

Birthday leave

Company pension

Social events and charity initiatives

Modern breakout area with free breakfast

Qualifications

• Previous experience on an ITIL-based service desk.
• Basic knowledge of Active Directory administration.
• Understanding of DNS and router configuration.

Responsibilities

• Deliver first-line IT support via phone and email.
• Diagnose and resolve incidents and service requests.
• Manage ticket triage and prioritisation to meet SLAs.
• Liaise with customers for issue resolution.

Skills

Customer service skills

Problem-solving ability

Communication skills

Organisational skills

Team player

Tools

Active Directory

Windows OS

Office 365

Microsoft Azure

Intune

Cisco routers

Draytek routers

Job description

Location: Whiteley (Head Office) – 4 days per week

Employment Type: Full-time, Permanent

About the Role

Are you passionate about IT support and delivering exceptional customer service? Due to continued growth, Tailor Made Technologies is looking for a 1st Line Service Desk Engineer to join our expanding team.

You’ll be part of a collaborative 1st Line team of seven engineers, supported by a wider Service Desk team of 22 professionals. This is a hands-on role where you’ll provide first-response IT support, manage your own ticket triage, and ensure issues are resolved or escalated promptly—all while maintaining our high customer satisfaction standards.

This position offers exposure to new technologies, structured training, and genuine career progression opportunities. You’ll work in a supportive environment where your ideas matter, and you’ll be part of a team that values collaboration and innovation.

What You’ll Do

• Deliver first-line IT support via phone and email
• Diagnose and resolve incidents and service requests, escalating where necessary
• Manage ticket triage and prioritisation to meet SLAs
• Liaise with customers and third-party providers for issue resolution
• Assist the Service Desk Supervisor in maintaining service excellence
• Work efficiently to achieve and exceed SLAs, KPIs, and team targets

What We’re Looking For

• Previous experience on an ITIL-based service desk
• Basic knowledge of Active Directory administration
• Understanding of DNS and router configuration (Cisco, Draytek preferred)
• Experience with Windows OS and Windows Server OS
• Familiarity with Office 365, Microsoft Azure, and Intune
• Excellent communication and organisational skills
• Strong problem-solving ability and resilience under pressure
• Self-motivated, proactive, and a team player

Why Join Tailor Made Technologies?

We’re an award‑winning Managed Service Provider specialising in IT, cyber security, and communications solutions for SMEs across the UK and Europe. For over 25 years, we’ve helped businesses thrive through technology.

When you join us, you’ll be part of a forward‑thinking team with access to:

• Structured training and mentoring
• 25 days holiday + bank holidays
• Birthday leave
• Company pension
• Active Social Committee organising events and charity initiatives
• Modern breakout area with free breakfast and pool table

Ready to Take the Next Step?

If you’re looking for a role where you can grow your IT career and make an impact, we’d love to hear from you.