3rd Line Engineer

Bechtle UK; Northampton; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Hybrid working

Flexible shifts

Northampton location

Health care benefits

Annual leave 25-30 days + BH + 2 weeks

Training & mentor programme

Job summary

Bechtle UK 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, handling complex incidents, maintaining customer communication, and updating infrastructure documentation.

The role involves on-site support occasionally, with hybrid work arrangements and a focus on high service standards and cross-team collaboration.

Qualifications

• Minimum 3 years in a 3rd line technical support role.
• Experience with Windows Server, Active Directory, Exchange, and networking.
• Proficient in virtualization (VMware vSphere, Hyper-V).
• Familiar with Dell/HP servers and SAN storage.
• Two+ industry certifications (AZ, CCNA, VCP, MS).

Responsibilities

• Provide 3rd line technical support to customers.
• Provide high standard of customer service with timely incident updates.
• Escalate incidents to service team leaders as appropriate.
• Collaborate with 1st/2nd line support and field engineers.
• Assist with training of 1st/2nd line team members.
• Create and maintain customer infrastructure documentation.
• Occasional on-site support at customer sites.
• Ensure Bechtle equipment is installed to standards.

Skills

3rd line support experience

Customer service

Communication

Organisation

Teamwork

Problem solving

Education

Industry certifications (AZ-, MS-, CCNA, VCP)

Tools

Windows Server

Active Directory

Exchange

Terminal Services/Remote Desktop

IIS

SharePoint

DNS/DHCP

Firewalls/Security

Dell/HP servers

SAN storage

VMware vSphere

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 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 – Brackmills, Northampton.
• 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.