Job Title: Outsource Engineer

Department: Outsource

Responsible to: Outsource Manager

Location: Outsource Site

 Overview: The role of Outsource Engineer is responsible for ensuring all IT support is delivered efficiently and effectively in line with Taylor Made standards. Working with the Taylor Made team to ensure that any service related issues are resolved in line with specific SLA’s and to the customers’ satisfaction.


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Who We Are: Peach Technologies and Taylor Made Computer Solutions is one of the UK’s leading IT and communications services providers. Together the enhanced group combines market-leading connectivity, mobile, telephony services, and IT services.

Duties & Responsibilities: 

  • Responsible for provision of first and second line technical support to the customer.
  • Support the Outsource Supervisor, Account and Service Managers and Project Engineers with infrastructure upgrades, maintenance and renewals.
  • Undertake equipment builds and installations as and when required.
  • Use of TMCS 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.
  • Working with 3rd parties to provide incident support through to resolution with customer specific applications.
  • Identify areas of improvement and make recommendations to appropriate parties.
  • In line with ISO standards, ensure that all processes, procedures and documentation are maintained and updated where appropriate in line with company procedures.
  • Ensure all activities are aligned with ITIL procedures.
  • Any other ad hoc duties as and when required.

 Key Technical Skills

 Strong Working knowledge of the following:

  • RMM systems and Professional Services Automation
  • VMware, Citrix and Cisco support
  • Windows Server 2008, 2012
  • Microsoft Exchange 2007, 2010
  • N-able, Asigra, Autotask

Key Technical Skills

 Strong Working knowledge of the following:

  • RMM systems and Professional Services Automation
  • VMware, Citrix and Cisco support
  • Windows Server 2008, 2012
  • Microsoft Exchange 2007, 2010
  • N-able, Asigra, Autotask



  • Maths and English GCSE or equivalent at grade C and above
  • ITIL Foundation certified
  • Microsoft Certified Solutions Associate (MCSA)


  • Citrix Certified Administrator
  • Microsoft Certified Solutions Expert (MCSE)
  • CCNA
  • VMware certified professional

Relevant Experience 

  • Experience of working within a team in a MSP/Outsource environment.
  • Experience of deploying new hardware and applications, and optimising their use.
  • Demonstrable experience of dealing with a large customer base.
  • Demonstrable and sound technical skills in all relevant areas
  • Demonstrable experience of keeping up-to-date with IT trends.
  • Experience of working within an ITIL and change management framework.
  • Knowledge of Quality Standards relevant to the industry

 Essential Skills 

  • Excellent interpersonal and communication skills
  • Excellent customer service delivery
  • Good organisational and problem solving skills
  • Team player
  • Focused and goal orientated
  • Self motivated and proactive
  • Flexible approach and ability to multi task


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  • Taylor Made understand the importance of delivering support on time

    Portsmouth NHS Trust
    Taylor Made Computer Solutions have proven themselves to be a strategic IT partner for our team at Portsmouth NHS trust and we have started to see the benefits of such an arrangement.
  • Our business is better as a result of using Taylor Made's services.

    Absolute Calibration Ltd
    Taylor Made has never let our business down. Whatever we challenge them with, they always find an effective way to provide the service.
  • Taylor Made have been our IT provider for a while now.

    Active Nation
    Taylor Made are trustworthy, reliable and honest. How often can you say that about your IT provider?  
  • Our company data is in good hands thanks to Taylor Made.

    Liberty Leasing
    Securo Backup and Recovery has been a God send! No more coming into the office at weekends, Christmas and holidays to change tapes. We are so glad it is no longer something we have to worry about.  
  • Taylor Made has really helped our business over the years.

    Brendoncare Foundation
    Securo Backup & Recovery has enabled us to remove the need to keep changing backup tapes and storing them. It has also sped up the time needed to recover a document if required.
  • Working with Taylor Made was the best decision we made.

    PHVC Ltd
    They are a well run, friendly company with expertise and interest in the products they supply. They are such a great business.
  • A really helpful and brilliant service provided.

    UK Wide Leisure Company
    Matts visit to us yesterday at the outdoor sports centre was brilliant. He came in to setup some laptops for us. He was very helpful, made sure everything was working 100% before he left also took away a few actions to complete which he couldn't do whilst on site.
  • Taylor Made have provided excellent support for our IT requirements.

    Marchwood Power
    Taylor Made proposed, designed and implemented SharePoint for our complex and demanding documentation but this is proving to be a great success in both its speed and flexibility.
  • In partnering with Taylor Made, life has become very dull!

    Dartmouth General Contractors
    We really like the flexibility that Office 365 provides. It enables us to scale to our business demands and provides a consistent set of applications across our staff base, despite their location. Having worked with TMCS for many years, we took their recommendation to move to 365 with the confidence that TMCS can efficiently backup and support the environment.
  • Taylor Made were there to ensure we could function as a business again.

    Khan Morris Accountants
    The fire was a very stressful time for us, but the detailed planning and hands-on approach from Taylor Made was critical and very important to the success of our business's relocation and IT system set up.
  • A high level of support is achieved from the staff at Taylor Made.

    Coffin Mew LLP
    Taylor Made designed and implemented our infrastructure as well as providing support, training and strategic advice. There has been strong customer service and quality which we see at all levels within Taylor Made.
  • A lot has changed in the ten years we have been working together.

    Beaulieu Enterprises
    We are delighted that with Taylor Made's help we have always been one step ahead of the game, which has made a positive impact on our services to visitors.
  • Taylor Made's staff are extremely kind and really good company.

    Liberty Leasing Plc
    Some of the engineers from Taylor Made visited our office and did a great job, and made a fast turnaround for us. They cracked on and were extremely friendly.

First Time Fix

The SupportDesk on average resolve 94% of all tickets within 4 hours without the need to escalate them to our 2nd line engineers.