2nd Line Engineer

2nd Line Engineer -  Northampton

As a 2nd line support engineer, you will be responsible for assisting in 2nd Line team in overall operation & support for our customers. This will include supporting our customers with requests and incidents remotely. Additionally, you will be a point of contact for the main Service Desk Team supporting our workshop, 1st Line, Field, & 3rd line teams during day-to-day operation. Working as part of a team you’ll swiftly handle incoming calls and tickets to the Service Desk, effectively prioritising tickets to ensure technical queries are resolved quickly and customers remain satisfied. 

Job Role Responsibilities

User Support and advice: 70%

• Provide 2nd line technical support for all customers


• Ensure customer incidents are resolved as quickly as possible (on and off-site)


• Take responsibility and exceed department Service Level Agreements


• Work closely with 1st and 2nd line technical support and other field engineers to ensure a high level of communications is maintained


• Provide technical guidance to the helpdesk team and field engineers


• Create and maintain strong relationships with other business units


• Ensure that customer and Bechtle office solutions equipment/goods are installed to appropriate standards and industry best practice

• Provide occasional support of managed services operations, including involvement of weekend tasks


• Aid the service team for technical design, implementation and support of customer incidents and projects


• Undertake customer audits and create appropriate documentation


• Create and maintain suitable customer infrastructure / service documentation

• Assist with the planning of internal and customer project work


• Accountable for the change control process and the upkeep of digital records


• Ensure that each service incident or installation is tested as per the client’s sign off process and that this information is stored correctly


• Assist in the training and development of service helpdesk staff and field engineers


• Work under own initiatives as part of the service team to ensure high quality support to clients


• Undertake tasks identified by service helpdesk, service team leader or technical manager


• Undertake any other duties as required, which are deemed necessary to satisfy the needs of the Bechtle


• Ensure incident information is recorded accurately and in a timely manner


• Ensure job sheets are accurate and completed daily


• Keep appraised of new and emerging technologies


• Seek and highlight additional opportunities whilst reviewing customers infrastructures


• Suggest improvements for the on-going development of the service department

Personal and Team Development: 20%

• Act as a role model for delivering results for enthusiasm and enjoyment of your work for teamwork, for coaching and mentoring of colleagues and team members and for professional standards of behaviour.


• Provide cover or deputise for other analysts in their absence either within the same team or across teams.


• Undertake ad-hoc projects as agreed with the Management team on behalf of Support Services that may involve site visits, customer meetings, or vendor management.


• Show an outward commitment to actively develop personal knowledge.


• Develop new documentation and procedures.


• Train and coach, members of the Managed Service Operation Centre to ensure that their knowledge grows with the role.

Research and Development: 5%

• Investigate new software and hardware for potentially new and existing clients to ensure that we are at the forefront of technology.


• Assist with Problem Investigation where necessary.

Comply with Bechtle’s standard working practices: 5%

• Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks.

Job Requirements

• Excellent customer communication skills


• Can work on own intuitive.


• Good written skills on job reporting and documentation.

What we offer

• Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)


• Salary £30,000 - £35,000 Depending on experience


• Location – close to the centre of Northampton with a modern, up to date living space


• Culture – Social events, Supportive, Fun, Hard working


• Perks – Incentives (holidays, vouchers, lunches, spot prizes)


• Top of the range technology in office and for home working (laptops, screens, latest iPhone, etc)


• Subsidised health care/medical benefits


• Annual Leave – 25-30* days plus B.H’s + optional 2 weeks unpaid. *Increases with time spent


• Progression Plan – training & mentor programme.

Experience

• Minimum 2 years’ experience in a role of supporting servers, networks, printers, PC’s and applications.


• Proven experience of enterprise / mainstream technologies and applications primarily focused on Microsoft front/backend products as well as anti-virus and backup platforms and operations.


• Experience with other enterprise / mainstream technologies and applications such as Citrix, VMware and Cisco are desirable.


• Relevant experience of managing, maintaining, and supporting peripheral equipment including routers, switches, hubs, UPS’s, printers etc


• Industry recognised accreditations such as MS102, AZ104, JNCIA-Junos, CCNA, Server+ V5 are highly desirable.

Role Grading

Level 1 – Entry-Level

Desired Certifications: CompTia Network+, MS102

Desired Experience: 1+ year experience within an Operational/Support team

Level 2 – Intermediate (Mid-Level)

Desired Certifications: CompTia Security+, Acronis Cloud Tech

Desired Experience: 2+ years’ experience within an Operational/Support team

Level 3 – Senior 

Desired Certifications: CCNA, JNCIA-Junos, AZ104, Server+ V5

Desired Experience: 3+ years’ experience within an Operational/Support team

Reports to: Service Desk Team Leader

Bechtle is one of Europe’s leading suppliers of IT hardware, software and services. Established in 1983, we utilise our European coverage to provide a common platform for procurement across 14 European countries. We provide comprehensive IT solutions ranging from consultation, procurement and delivery of hardware and software, project planning and implementation, system integration, maintenance, training and even the complete on-site operation of IT systems. 

Jenny Careless | Human Resources | [email protected] | +44 (0) 1249 467935