> Markdown version of [/jobs/ext/1478603-2nd-line-it-support-engineer](https://www.wearedevelopers.com/jobs/ext/1478603-2nd-line-it-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd Line It Support Engineer - **Company:** Tailor Made LTD - **Location:** Woking, UK - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Domain Name System (DNS), Microsoft Office, Windows Servers, Network Routers, Microsoft InTune, Cisco - **Published:** July 29, 2026 - **Apply:** https://itjobpro.co.uk/job/2nd-line-it-support-engineer-3 ## About the Role * Previous experience working on an ITIL-based service desk * Basic knowledge of Active Directory configuration and administration * Understanding of DNS * Basic router configuration and support experience (ideally Cisco, Draytek) * Experience with Windows OS and Windows Server OS * Familiarity with Office 365, Microsoft Azure, and Microsoft Intune Essential Skills & Attributes * Excellent communication and organisational skills * Results-driven with a proven track record of achievement * Self-motivated, proactive, and resilient under pressure * Strong team player ## Description Due to continued growth, we are looking for a Dedicated IT Service Desk Engineer to work from our clients site in Woking. 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., * Deliver excellent customer care and support through efficient ticket management * Provide 1st & 2nd line fixes via phone and email * Resolve incidents and requests, escalating where appropriate * Perform ticket triage, prioritising and escalating as required * Liaise with third parties and customers regarding incident resolution and requests * Manage work queues and prioritise tasks to meet SLAs * Assist the Service Desk Supervisor in maintaining high service standards * Work productively to achieve and exceed SLAs, KPIs, and profitability targets ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [This Is Not Your Father's .NET](https://www.wearedevelopers.com/videos/967-this-is-not-your-father-s-net) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)