3rd Line Service Desk Engineer
Up to £55K + Company Benefits
Hybrid - Northampton
Job Role Responsibilities
User Support and advice: 20%
* Provide high standard of customer service, ensuring that incidents, service requests, and updates from customers are logged and processed quickly and the customer is provided with regular progress updates.
* Work closely with 1st and 2nd line technical support and field engineers to ensure a high level of communication is maintained.
* Ensure updates and job sheets are accurate and completed following each incident or service request.
* Aid the service team for technical design, implementation and support of customer incidents and projects.
* Create and maintain suitable customer infrastructure / service documentation.
* Work with problem management team to determine incident root cause analysis and provide appropriate countermeasures from similar issues from re-occurring.
* Provide occasional on‑site support at customer sites to resolve incidents.
* Provide administrative and technical support of managed service operations including involvement of weekend tasks.
* Create and maintain strong relationships with other business units.
* Ensure customers and Bechtle equipment/goods are installed to appropriate standards and industry best practice.
* Seek and highlight additional opportunities whilst reviewing customers infrastructures.
Personal and Team Development: 55%
* 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.
* Train and coach, the member 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: 20%
* Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks.
Job Requirements
* Minimum 3 years' experience in a 3rd line technical support role, supporting a variety of core infrastructure technology and services.
* Proven experience of supporting a broad range of enterprise technologies and applications including Windows Server, Active Directory, Exchange, Terminal Services/Remote Desktop Services, IIS, SharePoint, networking (DNS, DHCP, switches, routers), firewalls, perimeter/security devices, databases, backup and security software and SQL server.
* Expert knowledge and experience with supporting Dell and HP server / blade hardware
* Good knowledge of Microsoft, Dell, HP, or NetApp SAN storage systems would be highly advantageous.
* Good knowledge of virtualisation technologies including VMware vSphere, Microsoft Hyper‑V would be highly advantageous.
* Hold two or more industry recognised and relevant certifications, including but not limited to: AZ-*, MS-*, CCA, VCP, CCNA, CCDA, CSA, CSE, AIS, ASE, JNCIA-*. Additional accreditations would be highly desirable. Relevant operational experience will be taken into consideration if certifications are absent.
What we offer
* Hybrid Working (3 days in / up to 2 days remote if required, after probation)
* Salary of £45,000 - £55,000
* Location - We have offices located across the UK - London, Chippenham, Northampton & Manchester.
* 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
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