Job Description
2nd Line Service Desk Engineer (MSP)
Up to £35K + Company Benefits
Hybrid - Northampton
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
* Ensure that customer and Bechtle 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
* 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
* Work under own initiatives as part of the service team to ensure high quality support to clients
* Seek and highlight additional opportunities whilst reviewing customers infrastructures
* Suggest improvements for the on-going development of the service department
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
* 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, 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.