2nd Line Support Engineer

2nd Line Service Desk Engineer (MSP)

Up to £35K + Company Benefits

Hybrid - 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.

User Support and advice: 70%

• Provide 2nd line technical support for all customers
• 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
• Ensure that customer and Bechtle office solutions equipment/goods are installed to appropriate standards and industry best practice
• Aid the service team for technical design, implementation and support of customer incidents and projects
• Create and maintain suitable customer infrastructure / service documentation
• Assist with the planning of internal and customer project work
• Ensure that each service incident or installation is tested as per the client s sign off process and that this information is stored correctly
• Work under own initiatives as part of the service team to ensure high quality support to clients
• Ensure incident information is recorded accurately and in a timely manner and job sheets are accurate and completed daily
• 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.
• Develop new documentation and procedures.

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

Experience

• Minimum 2 years' experience supporting Microsoft technologies including Windows Server, Active Directory, Microsoft 365, alongside networks, printers, PCs, and business 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.

What we Offer

• Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)
• Flexible Work Shift Patterns - Between 7am and 7pm
• Salary £30,000 - £35,000 Depending on experience
• 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, etc)
• Subsidised health care/medical benefits
• Annual Leave 25-30 days plus B.H s + optional 2 weeks unpaid. Increases with time spent