3rd Line Engineer

Bechtle UK; Northampton; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Hybrid working

Flexible shift patterns

Top of the range technology

Subsidised health care

Annual leave 25–30 days

On-site parking

Private medical insurance

Private dental insurance

Career progression

Job summary

Bechtle UK in the United Kingdom is seeking a 3rd Line Engineer to provide escalation-level support for Bechtle customers. You will act as a bridge between 1st/2nd line and field engineers, ensuring timely incident handling and regular progress updates.

You will work in a busy helpdesk, handling Windows Server, AD, Exchange, RD Services, IIS, SharePoint, networks, firewalls, and storage systems, with on-site visits as required. Hybrid working and progression opportunities are offered.

Qualifications

• 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.

Responsibilities

• Provide 3rd line technical support to customers.
• Provide high standard of customer service, ensuring 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.

Skills

3rd line support

Windows Server

Active Directory

Exchange

Remote Desktop Services

IIS

SharePoint

Networking (DNS, DHCP, switches, Rou"?

Education

Industry certifications (AZ, MS, CCNA, VCP, etc.)

Tools

Dell hardware

HP hardware

SAN storage (Dell/HP/NetApp)

VMware vSphere

Microsoft Hyper-V

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 2 nd 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
• Starting Salary of £45k - £55k.
• Location - Brackmills, Northampton.
• 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, 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.

Reports to: Service Desk Manager - Northampton

Job Type: Full-time

Benefits:

• Company events
• Employee mentoring programme
• Health & wellbeing programme
• On-site parking
• Private dental insurance
• Private medical insurance