3rd Line Service Desk Engineer

As a 3rd Line Engineer, you will be responsible for providing 3rd line support to Bechtle customers ensuring that incidents, service requests and updates are logged and processed quickly. You will work closely as a point of escalation for 1st and 2nd Line support, ensuring strong communication is maintained throughout.

Job Role Responsibilities

• Provide 3rd line technical support to customers.
• Provide high standard of customer service, ensuring that incidents, service requests and updates from customers are logged and processed quickly and the customer is provided with regular progress updates.
• Escalate incidents to service team leaders as appropriate.
• Work closely with 1st and 2nd line technical support and field engineers to ensure a high level of communication is maintained.
• Ensure updates and job sheets are accurate and completed following each incident or service request.
• Assist with the training and guidance of 1st and 2nd line team members.
• Provide assistance to the service team for technical design, implementation and support of customer incidents and projects.
• Create and maintain suitable customer infrastructure / service documentation.
• Work with problem management team to determine incident root cause analysis and provide appropriate countermeasures from similar issues from re-occurring.
• Provide occasional on-site support at customer sites to resolve incidents.
• Take responsibility and exceed company and customer OLA / SLA’s
• Provide administrative and technical support of managed service operations including involvement of weekend tasks.
• Create and maintain strong relationships with other business units.
• Ensure customers and Bechtle equipment/goods are installed to appropriate standards and industry best practice.
• Undertake any other duties as required by the Server Team Leader or Service Desk Manager, which are deemed necessary to satisfy the needs of Bechtle.
• Work under own initiatives as part of the Service Team to ensure high quality support to clients.
• Provide input into the service departments quality goals and objectives
• Seek and highlight additional opportunities whilst reviewing customers infrastructures.
• Suggest improvements for the on-going development of the service department.

Job Requirements o

• Self-motivated with a positive attitude
• Excellent communication and organisational skills and a team-oriented mindset
• Minimum 3 years’ experience in a 3rd line technical support role, supporting a variety of core infrastructure technology and services.
• Proven experience of supporting a broad range of enterprise technologies and applications including Windows Server, Active Directory, Exchange, Terminal Services/Remote Desktop Services, IIS, SharePoint, networking (DNS, DHCP, switches, routers), firewalls, perimeter/security devices, databases, backup and security software and SQL server
• Expert knowledge and experience within the Wintel environment
• Good knowledge of Windows desktop operating systems
• Expert knowledge and experience with supporting Dell and HP server / blade hardware
• Good knowledge of Microsoft, Dell, HP, or NetApp SAN storage systems would be highly advantageous.
• Good knowledge of virtualisation technologies including VMware vSphere, Microsoft Hyper-V would be highly advantageous.
• Hold two or more industry recognised and relevant certifications, including but not limited to: AZ-*, MS-*, CCA, VCP, CCNA, CCDA, CSA, CSE, AIS, ASE, JNCIA-*. Additional accreditations would be highly desirable. Relevant operational experience will be taken into consideration if certifications are absent.
• Proven experience of problem management / root cause analysis
• Ability to work in a busy helpdesk environment and good knowledge of general helpdesk operations.
• Excellent written and verbal communication skills

What we offer o

• Hybrid Working (3 days in/2 days out, after probation which is 3 months)
• Flexible Work Shift Patterns - Between 7am and 7pm o Starting Salary of £45k - £55k.
• Location - Brackmills, Northampton.
• 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.