1st Line Service Desk Engineer (MSP) Up to £27K + Company Benefits Hybrid - Northampton As a 1st Line engineer, you will be responsible for assisting in 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 ResponsibilitiesUser Support and advice: 85% Answer all incoming calls to the Service Desk in a professional, confident, and timely mannerRecord all Service Request and Incidents within Bechtle's ITSM toolHandling escalated Service Requests, Incidents and where required escalate them to another resolver groupEscalate matters in a timely manner if it becomes necessaryManage all technical cases effectively, ensuring clients are kept up to date with progressSupporting the Managed Service Operation CentreEnsuring client requests are handled quickly and efficiently Monitor the progress of any matters assigned to the Technical TeamMonitor clients' IT systems via the monitoring softwareEnsure that Job sheets are kept up to date and your time is recordedAct as a liaison between customers and technical escalation teams / 3rd partiesPersonal and Team Development: 10%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: 5%Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks.Experience Previous experience in an IT Operational/ Support environment is high desirableKnowledge and experience of various IT systemsExperience in the following Bechtle pillars is highly desirable: Networking, Server, Storage, Modern Workplace, Security, Cloud and Document SolutionsExperience in setting up and supporting of mobile devicesExcellent customer service skillsRelevant IT qualificationsGCSEs in Maths and English or equivalentWhat we Offer Hybrid Working (3 days in/2 days out, after probation which is 3 months)£24,000 - £27,000 depending on experienceLocation - close to the centre of Northampton with modern, up to date living space.Culture - Social events, Supportive, Fun, Hard working 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 benefitsAnnual Leave - 25-30 days plus B.H's + optional 2 weeks unpaid. Increases with time spentProgression Plan - training & mentor programme.