2nd Line Support Engineer Bechtle are Europe's leading IT solution as service provider. As a 2nd line support engineer, you will be responsible for working as part of a larger team of engineers to provide solutions, support and services to our customers. Job Role Responsibilities * 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 * Ensure that customer and 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 * Provide assistance to 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 pe...