Second Line Support Engineer

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.

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