2nd Line Support Engineer

2nd Line Support Engineer

Bechtle are Europe's leading IT solution as service provider.

As a 2nd line support engineer, you will be responsible for working as part of a larger team of engineers to provide solutions, support and services to our customers.

Job Role Responsibilities

• 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 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
• Provide assistance to 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 jobsheets 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

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 o 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 o 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 o Industry recognised accreditations such as MCP, MCSA, MCSE, CCA, CCNA are highly desirable.

Reports to: Service Desk Team Leader