2nd Line Support Engineer

OverviewBechtle are Europe\''s leading IT solution as service provider.

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

Ensure that customer and 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

Provide assistance to 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

Undertake tasks identified by service helpdesk, service team leader or technical manager

Seek and highlight additional opportunities whilst reviewing customers infrastructures

Job Requirements

Excellent customer communication skills

Can work on own intuitive.

Good written skills on job reporting and documentation.

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

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 o Progression Plan - training and mentor programme.

Experience

Minimum 2 years’ experience in a role of supporting servers, networks, printers, PC’s and 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.

Relevant experience of managing, maintaining, and supporting peripheral equipment including routers, switches, hubs, UPS’s, printers etc o Industry recognised accreditations such as MCP, MCSA, MCSE, CCA, CCNA are highly desirable.

Reports to: Service Desk Team ..... full job details .....