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 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
* Industry recognised accreditations such as MCP, MCSA, MCSE, CCA, CCNA are highly desirable.
What we offer
* Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)
* Flexible Work Shift Patterns - Between 7am and 7pm
* 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, 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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