1st Line Support Engineer

1st Line Service Desk Engineer (MSP) Up to £27K + Company Benefits Hybrid - Northampton As a 1st Line engineer, you will be responsible for assisting in 1st Line team in overall operation and 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, Field, 2nd line and 3rd line teams during day-to-day operation. Working as part of a team you''ll swiftly handle incoming calls to the Service Desk, effectively prioritising tickets to ensure technical queries are resolved quickly and customers remain satisfied.Job Role ResponsibilitiesUser Support and advice: 85% Answer all incoming calls to the Service Desk in a professional, confident, and timely mannerRecord all Service Request and Incidents within Bechtle''s ITSM toolHandling escalated Service Requests, Incidents and where required escalate them to another resolver groupEscalate matters in a timely manner if it becomes necessaryManage all technical cases effectively, ensuring clients are kept up to date with progressSupporting the Managed Service Operation CentreEnsuring client requests are handled quickly and efficiently Monitor the progress of any matters assigned to the Technical TeamMonitor clients'' IT systems via the monitoring softwareEnsure that Job sheets are kept up to date and your time is recordedAct as a liaison between customers and technical escalation teams / ..... full job details .....