2nd Line Support Engineer

Bechtle UK; Hardingstone; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Hybrid Working

Flexible shifts

Private health care

Annual leave 25–30 days

Training & mentor programme

Job summary

Bechtle UK in Northampton is seeking a 2nd Line Service Desk Engineer to join a hybrid team delivering proactive and reactive support for customers. You will resolve incidents efficiently, maintain SLAs, and collaborate with 1st/2nd line and field engineers to communicate effectively.

The role focuses on Microsoft front/back end products, Citrix, VMware and Cisco technologies, with emphasis on documentation, audits, and service improvements. Hybrid work and career progression are offered.

Qualifications

• Minimum 2 years’ experience in a role of supporting servers, networks, printers, PC’s and applications.
• Proven experience with Microsoft front/backend products and with anti-virus and backup platforms.
• Experience with Citrix, VMware and Cisco desirable.
• Experience managing, maintaining, and supporting peripheral equipment including routers, switches, UPS’s, printers etc.
• Industry recognised accreditations such as MCP, MCSA, MCSE, CCA, CCNA are highly desirable.

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.
• Ensure that customer and Bechtle solutions equipment/goods are installed to appropriate standards.
• Provide occasional support of managed services operations, including involvement of weekend tasks.
• Create and maintain suitable customer infrastructure / service documentation.
• Accountable for the change control process and the upkeep of digital records.
• Test each service incident or installation as per client sign off process and store information correctly.

Skills

2nd line support

Incident management

Documentation

Customer communication

Change control

Tools

Citrix

VMware

Cisco

Job description

2nd Line Service Desk Engineer (MSP)

Up to £35K + Company Benefits

Hybrid - Northampton

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
• Ensure that customer and Bechtle 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
• 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
• Work under own initiatives as part of the service team to ensure high quality support to clients
• Undertake any other duties as required, which are deemed necessary to satisfy the needs of the Bechtle
• Seek and highlight additional opportunities whilst reviewing customers infrastructures
• Suggest improvements for the on-going development of the service department

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.

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
• 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