Second-Line IT Support Engineer | Hybrid Role

Bechtle; Northampton; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Incentives (holidays, vouchers, lunche

Job summary

Bechtle UK is seeking a 2nd Line Support Engineer in Northampton to join our Service Desk driven team. You’ll provide remote 2nd line support, advise field engineers, and ensure incidents are resolved quickly while maintaining service levels.

The role offers hybrid working (3 days in, up to 2 remote after probation), a competitive salary, and benefits including incentives. You’ll work with Microsoft, Citrix, VMware, Cisco technologies and contribute to documentation, audits, and customer

Qualifications

• Excellent customer communication skills.
• Minimum 2 years’ experience in supporting servers, networks, printers, PCs and applications.
• Experience with Citrix, VMware and Cisco is 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
• Provide technical guidance to the helpdesk team and field engineers
• Create and maintain strong relationships with other business units
• Ensure that customer and Bechtle office solutions equipment/goods are installed to appropriate standards and industry best practice
• Provide occasional support of managed services operations, including involvement of weekend tasks
• Aid the 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
• Assist with the planning of internal and customer project work
• 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
• Assist in the training and development of service helpdesk staff and field engineers
• Work under own initiatives as part of the service team to ensure high quality support to clients
• Undertake tasks identified by service helpdesk, service team leader or technical manager
• Undertake any other duties as required, which are deemed necessary to satisfy the needs of the Bechtle
• Ensure incident information is recorded accurately and in a timely manner
• Ensure job sheets are accurate and completed daily
• Keep appraised of new and emerging technologies
• Seek and highlight additional opportunities whilst reviewing customers infrastructures
• Suggest improvements for the on-going development of the service department

Skills

Customer communication

Independent working

Documentation

Education

MS102

AZ104

JNCIA-Junos

CCNA

Server+ V5

Tools

Citrix

VMware

Cisco

Microsoft products

Anti-virus

Backup

Job description

Bechtle UK is seeking a 2nd Line Support Engineer in Northampton to join our Service Desk driven team. You’ll provide remote 2nd line support, advise field engineers, and ensure incidents are resolved quickly while maintaining service levels.

The role offers hybrid working (3 days in, up to 2 remote after probation), a competitive salary, and benefits including incentives. You’ll work with Microsoft, Citrix, VMware, Cisco technologies and contribute to documentation, audits, and customer