2nd Line Support Engineer

Description

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

* 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

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

* Seek and highlight additional opportunities whilst reviewing customers infrastructures

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

* 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

Ad ID: 5417244589