2nd Line Engineer

As a 2nd line support engineer, you will be responsible for assisting in 2nd 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, 1st Line, Field, and 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. Job Role Responsibilities User Support and advice: 70% Provide 2nd line technical support for all customersEnsure customer incidents are resolved as quickly as possible (on and off-site)Take responsibility and exceed department Service Level AgreementsWork closely with 1st and 2nd line technical support and other field engineers to ensure a high level of communications is maintainedProvide technical guidance to the helpdesk team and field engineersCreate and maintain strong relationships with other business unitsEnsure that customer and Bechtle office solutions equipment/goods are installed to appropriate standards and industry best practiceProvide occasional support of managed services operations, including involvement of weekend tasksAid the service team for technical design, implementation and support of customer incidents and projectsUndertake customer audits and create appropriate ..... full job details .....