First Line Support

1st Line Engineer (MSP)

Northampton - Hybrid

Salary up to £28K

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.

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. o 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)
• £25,000 - £28,000 depending on experience
• Location – close to the centre of Northampton with modern, up to date living space.
• Culture – Social events, Supportive, Fun, Hard working
• Perks – Incentives (holidays, vouchers, lunches, spot prizes)
• Top of the range technology in office and for home working (laptops, screens, latest iPhone, etc) o 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.