Job Description

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 andBechtle 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 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)
• Flexible Work Shift Patterns - Between 7am and 7pm
• competitive salary
• Location - close to the centre of Northampton with a modern, up to date living space
• 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
• 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
• Industry recognised accreditations such as MCP, MCSA, MCSE, CCA, CCNA are highly desirable.

Reports to:
Service Desk Team Leader
Bechtle is one of Europe's leading suppliers of IT hardware, software and services. Established in 1983, we utilise our European coverage to provide a common platform for procurement across 14 European countries. We provide comprehensive IT solutions ranging from consultation, procurement and delivery of hardware and software, project planning and implementation, system integration, maintenance, training and even the complete on-site operation of IT systems.
Jenny Careless | Human Resources | jenny.careless@bechtle.com | +44 (0) 1249 467935

Skills Required