1st Line Support Engineer (MSP)
Have you got what it takes to succeed? The following information should be read carefully by all candidates.
Up to £28K + Company Benefits
Hybrid - Northampton
As a 1st Line engineer, you will be responsible for assisting in the 1st 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, Field, 2nd line & 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
* 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
* Handle escalated Service Requests, Incidents and, where required, escalated 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
* Support the Managed Service Operation Centre
* Ensure 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 teams/3rd parties
Personal and Team Development
* 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.
Comply with Bechtle’s standard working practices
* Comply with all company, department and customer policies and procedures, including attending team meetings and completing administrative tasks.
Experience
* Previous experience in an IT operational/support environment is highly desirable
* Knowledge and experience of various IT systems
* Experience in the following Bechtle pillars is highly desirable: Networking, Server, Storage, Modern Workplace, Security, Cloud and Document Solutions
* Experience in setting up and supporting mobile devices
* Excellent customer service skills
* Relevant IT qualifications
* GCSEs in Maths and English or equivalent
What we Offer
* Hybrid Working (3 days in / 2 days out, after a 3‑month probation)
* £24,000 - £27,000 depending on experience
* Location – close to the centre of Northampton with modern, up‑to‑date living space
* Culture – Social events, supportive, fun, hardworking
* Perks – Incentives (holidays, vouchers, lunches, spot prizes)
* 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 BH’s + optional 2 weeks unpaid. Increases with time spent
* Progression Plan – training & mentor programme
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