Roaming Engineer

Tailor Made Technologies Ltd; United Kingdom; On-site; GBP 30,000 - 45,000; Full time

Job summary

A technology solutions company in the United Kingdom seeks a Roaming Engineer to join their supportive team. The successful candidate will provide second line technical support to various customers while ensuring effective communication and adherence to service levels. Ideal for those with experience in desktop and server support, as well as configuration of Microsoft products. The role offers a competitive salary, health benefits, and a dynamic work environment.

Benefits

Competitive salary and company car

Training opportunities with clear structure

Flexi health plan cover

Company pension

Active Social Committee for events

Free breakfast and recreational space

Qualifications

• Experience with providing second line technical support to customers.
• Proficiency in using support software to manage customer incidents.
• Understanding of ITIL procedures for service delivery.

Responsibilities

• Provide second line technical support to customers.
• Ensure proper booking of Roaming Engineer calendar.
• Identify and recommend improvements to processes.
• Maintain communication with customers regarding tickets.
• Achieve agreed and contracted service levels (SLA).
• Support infrastructure upgrades and maintenance tasks.

Skills

Windows Desktops configuration and support experience

Windows Server configuration and support experience

Microsoft Exchange configuration and support experience

Active Directory configuration and administration

VMware support experience

Experience with a service desk ticketing system

Job description

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 and company car
• Training opportunities set out with a clear training structure
• Progressive working environment with access to voice your opinions to decision makers
• Your birthday off
• Flexi health plan cover and access to a range of Health Benefits
• 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.
• 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
• Microsoft Exchange configuration and support experience
• Active Directory configuration and administration
• VMware support experience