2nd Line Support Engineer

• Provide 2nd line technical support for all customers.
• Ensure customer incidents are resolved as quickly as possible, both on-site and off-site.
• Take responsibility for and exceed department Service Level Agreements.
• Work closely with 1st and 2nd line technical support and other field engineers to maintain a high level of communication.
• Ensure customer and Bechtle solutions equipment and goods are installed to appropriate standards and industry best practice.
• Provide occasional support for managed services operations, including weekend tasks.
• Assist the service team with technical design, implementation and support of customer incidents and projects.
• Undertake customer audits and create appropriate documentation.
• Create and maintain customer infrastructure and service documentation.
• Be accountable for the change control process and the upkeep of digital records.
• Ensure each service incident or installation is tested in line with the clients sign-off process and that the information is stored correctly.
• Work independently as part of the service team to ensure high-quality support to clients.
• Undertake other duties as required to satisfy the needs of Bechtle.
• Seek and highlight additional opportunities while reviewing customer infrastructures.
• Suggest improvements for the ongoing development of the service department.

Technologies:

• Citrix
• Cisco
• Support
• MCP
• VMware
• Backend

• Minimum 2 years experience in a role supporting servers, networks, printers, PCs and applications.
• Proven experience with enterprise/mainstream technologies and applications, primarily focused on Microsoft front-end/back-end 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 is desirable.
• Relevant experience managing, maintaining and supporting peripheral equipment including routers, switches, hubs, UPSs and printers.
• Industry recognised accreditations such as MCP, MCSA, MCSE, CCA and CCNA are highly desirable.

We are seeking a 2nd Line Service Desk Engineer (MSP) based in Northampton on a hybrid working model. The role offers a salary of up to £35K depending on experience, along with company benefits. After probation, you may work 3 days in the office and up to 2 days remotely if required. We offer flexible shift patterns between 7am and 7pm, a modern office close to the centre of Northampton, a supportive and social culture, incentives such as holidays, vouchers, lunches and spot prizes, top-of-the-range technology for office and home working, subsidised healthcare and medical benefits, annual leave of 25-30 days plus bank holidays, and a progression plan with training and a mentor programme.