3rd Line Engineer

Bechtle UK; Manchester; Hybrid; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Hybrid Working (3 days in/2 days out)

Flexible shift patterns 7am–7pm

Manchester location

Tech gadgets for home/office

Job summary

Bechtle UK in Manchester is seeking a skilled 3rd Line Engineer to provide senior technical support and act as escalation point for 1st/2nd line teams. You will communicate progress updates to customers and work with field engineers to resolve complex incidents.

The role requires strong knowledge of Windows Server, Active Directory, Exchange, and networking, with experience across VMware vSphere or Hyper-V and enterprise storage. Hybrid working and on-site visits are available.

Qualifications

• Minimum 3 years’ experience in a 3rd line technical support role.

Responsibilities

• Provide 3rd line technical support to customers.
• Provide high standard of customer service and ensure incidents and requests are logged and updated promptly.
• Escalate incidents to service team leaders as appropriate.
• Collaborate with 1st and 2nd line support and field engineers to maintain communication.
• Assist with training and guidance of 1st and 2nd line team members.
• Assist with technical design, implementation and support of incidents and projects.
• Create and maintain customer infrastructure/service documentation.
• Provide occasional on-site support to resolve incidents.
• Ensure Bechtle equipment is installed to standards and best practices.

Skills

3rd line support

Windows Server

Active Directory

Exchange

Networking

VMware vSphere

Hyper-V

Education

AZ-*, MS-*, CCNA certs

Dell/HP server hardware knowledge

Tools

Dell servers

HP servers

SAN storage systems

Job description

As a 3rd Line Engineer, you will be responsible for providing 3rd line support to Bechtle customers ensuring that incidents, service requests and updates are logged and processed quickly. You will work closely as a point of escalation for 1 st and 2nd Line support, ensuring strong communication is maintained throughout.

Job Role Responsibilities

• Provide 3rd line technical support to customers.
• Provide high standard of customer service, ensuring that incidents, service requests and updates from customers are logged and processed quickly and the customer is provided with regular progress updates.
• Escalate incidents to service team leaders as appropriate.
• Work closely with 1st and 2nd line technical support and field engineers to ensure a high level of communication is maintained.
• Assist with the training and guidance of 1st and 2nd line team members.
• Provide assistance to the service team for technical design, implementation and support of customer incidents and projects.
• Create and maintain suitable customer infrastructure / service documentation. .
• Provide occasional on-site support at customer sites to resolve incidents.
• Ensure customers and Bechtle equipment/goods are installed to appropriate standards and industry best practice.

Job Requirements

• Self-motivated with a positive attitude
• Excellent communication and organisational skills and a team-oriented mindset
• Minimum 3 years’ experience in a 3rd line technical support role, supporting a variety of core infrastructure technology and services.
• Proven experience of supporting a broad range of enterprise technologies and applications including Windows Server, Active Directory, Exchange, Terminal Services/Remote Desktop Services, IIS, SharePoint, networking (DNS, DHCP, switches, routers), firewalls, perimeter/security devices, databases, backup and security software and SQL server
• Expert knowledge and experience within the Wintel environment
• Good knowledge of Windows desktop operating systems
• Expert knowledge and experience with supporting Dell and HP server / blade hardware
• Good knowledge of Microsoft, Dell, HP, or NetApp SAN storage systems would be highly advantageous.
• Good knowledge of virtualisation technologies including VMware vSphere, Microsoft Hyper-V would be highly advantageous.
• Hold two or more industry recognised and relevant certifications, including but not limited to: AZ-*, MS-*, CCA, VCP, CCNA, CCDA, CSA, CSE, AIS, ASE, JNCIA-*. Additional accreditations would be highly desirable.
• Ability to work in a busy helpdesk environment and good knowledge of general helpdesk operations.

What we offer

• Hybrid Working (3 days in/2 days out, after probation which is 3 months)
• Flexible Work Shift Patterns - Between 7am and 7pm
• Location – Manchester
• 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
• Progression Plan – training & mentor programme.