1st Line Support 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 Responsibilities
User Support and advice: 85%
* 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
* Handling escalated Service Requests, Incidents and where required escalate 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
* Supporting the Managed Service Operation Centre
* Ensuring 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: 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 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 of 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 probation which is 3 months)
* £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, Hard working o 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 B.H’s + optional 2 weeks unpaid. *Increases with time spent
* Progression Plan – training & mentor programme