2nd Line 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

• Excellent customer communication skills


• Can work on own intuitive.


• Good written skills on job reporting and documentation.

• 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.

• 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.

Job Type: Full\-time

Pay: £30,000\.00\-£35,000\.00 per year

Benefits:

• On\-site parking

This listing is from indeed. View original listing ↗