1st Line Support Engineer

1st Line Support Engineer (MSP) Up to £28K + 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 Responsibilities User Support and advice: 85% Answer all incoming calls to the Service Desk in a professional, confident, and timely manner Record all Service Request and Incidents within Bechtle s ITSM tool Handling escalated Service Requests, Incidents and where required escalate them to another resolver group Escalate matters in a timely manner if it becomes necessary Manage all technical cases effectively, ensuring clients are kept up to date with progress Supporting the Managed Service Operation Centre Ensuring client requests are handled quickly and efficiently Monitor the progress of any matters assigned to the Technical Team Monitor clients IT systems via the monitoring software Ensure that Job sheets are kept up to date and your time is recorded Act as a liaison between customers and technical escalation ..... full job details .....