Roaming Outsource Engineer

Job Summary: Responsible for ensuring 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.

Responsible to: Outsource Site Supervisor / Outsource Operations Supervisor

Location: Outsource Site as and when required


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Job Description

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

Duties & Responsibilities:

  • Responsible for first and second line technical support to the customer.
  • Support the Outsource Supervisor, Account Managers and Project Engineers with infrastructure upgrades, maintenance and renewals.
  • Undertake PC Builds and installations as and when required.
  • Use TMCS software to manage, monitor and respond proactively to customer incidents.
  • Ensure customers are kept informed regarding on-going incidents and effective communication is delivered to the business.
  • Work towards achieving agreed and contracted SLA’s.
  • Work 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

Technical Qualifications


  • ITIL Foundation certified
  • Maths and English GCSE or equivalent at grade C and above

Working knowledge of the following:

  • RMM systems and Professional Services Automation
  • Citrix Server
  • VMware and Cisco support experience
  • Windows Server 2000, 2003 and 2008
  • Microsoft Exchange 2003 / 2007 / 2010
  • N-able, Asigra, Autotask

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
  • Delegation and leadership skills
  • 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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