Second Line Support Engineer

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

Benefits offered by this job

Hybrid working

Subsidised health care

Job summary

Bechtle UK is seeking a 2nd line support engineer in Northampton to assist the 2nd Line team with remote and on-site customer support. You will act as a bridge to 1st Line, Field, and 3rd line teams, handling calls and tickets, prioritising queries, and ensuring customer satisfaction.

The role emphasises collaboration with the Service Desk and other engineers, delivering guidance, maintaining documentation, and contributing to change control and service improvements.

Qualifications

• 2+ years of experience supporting Microsoft technologies (Windows Server, Active Directory, Microsoft 365).
• Experience with enterprise technologies and applications focused on Microsoft products.
• Desirable experience with Citrix, VMware and Cisco.

Responsibilities

• Provide 2nd line technical support for customers and incidents remotely or on-site.
• Coordinate with 1st line and other teams to maintain service levels and communications.
• Produce documentation and knowledge sharing for the helpdesk and field engineers.

Skills

Microsoft technologies

Windows Server

Active Directory

Microsoft 365

Networking

Tools

Citrix

VMware

Cisco

Job description

As a 2nd line support engineer, you will be responsible for assisting in 2nd Line team in overall operation & support for our customers. This will include supporting our customers with requests and incidents remotely. Additionally, you will be a point of contact for the main Service Desk Team supporting our workshop, 1st Line, Field, & 3rd line teams during day-to-day operation. Working as part of a team you’ll swiftly handle incoming calls and tickets to the Service Desk, effectively prioritising tickets to ensure technical queries are resolved quickly and customers remain satisfied.

User Support and advice: 70%

• 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

Personal and Team Development: 20%

• Act as a role model for delivering results for enthusiasm and enjoyment of your work for teamwork, for coaching and mentoring of colleagues and team members and for professional standards of behaviour.
• Provide cover or deputise for other analysts in their absence either within the same team or across teams.
• Undertake ad-hoc projects as agreed with the Management team on behalf of Support Services that may involve site visits, customer meetings, or vendor management.
• Show an outward commitment to actively develop personal knowledge.
• Develop new documentation and procedures.
• Train and coach, members of the Managed Service Operation Centre to ensure that their knowledge grows with the role.

Research and Development: 5%

• Investigate new software and hardware for potentially new and existing clients to ensure that we are at the forefront of technology.
• Assist with Problem Investigation where necessary.

Comply with Bechtle's standard working practices: 5%

• Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks.

Experience

• Minimum 2 years' experience supporting Microsoft technologies including Windows Server, Active Directory, Microsoft 365, alongside networks, printers, PCs, and business 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.

What we offer

• Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months) Salary £30,000 - £35,000 Depending on experience o Location - close to the centre of Northampton with a modern, up to date living space
• 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.