At a Glance
- Tasks: Provide top-notch support to customers and manage technical queries efficiently.
- Company: Join a dynamic MSP with a fun and supportive culture.
- Benefits: Hybrid working, competitive salary, modern tech, and generous annual leave.
- Other info: Enjoy social events and a clear progression plan for your growth.
- Why this job: Kickstart your IT career while making a real difference for customers.
- Qualifications: Previous IT support experience and excellent customer service skills required.
The predicted salary is between 24000 - 27000 € per year.
Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.
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 the 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 highly 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 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
- 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.
1st Line Support Engineer employer: Bechtle UK
Bechtle is an exceptional employer for a 1st Line Support Engineer, offering a vibrant work culture that prioritises teamwork and personal development. With hybrid working options, competitive salaries, and a comprehensive benefits package including subsidised healthcare and generous annual leave, employees are supported in both their professional and personal lives. The company's commitment to employee growth through training and mentorship ensures that team members can advance their careers while enjoying a fun and supportive environment in the heart of Northampton.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Engineer
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a 1st Line Support Engineer, you'll be on the front line dealing with customers. Role-play common scenarios with friends or family to boost your confidence and ensure you can handle calls like a pro.
✨Tip Number 3
Network, network, network! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even a foot in the door for job opportunities.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team at StudySmarter!
We think you need these skills to ace 1st Line Support Engineer
Some tips for your application 🫡
Read the Job Description Carefully:Before you start your application, make sure to read through the job description thoroughly. We want to see that you understand what we're looking for in a 1st Line Support Engineer and how you can fit into our team.
Tailor Your CV and Cover Letter:When applying, customise your CV and cover letter to highlight your relevant experience and skills. We love seeing how your background aligns with our needs, so don’t be shy about showcasing your IT support experience!
Show Off Your Customer Service Skills:Since this role is all about user support, make sure to emphasise your customer service skills in your application. We’re looking for someone who can handle calls professionally and keep our customers happy, so let us know how you’ve done this in the past.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Bechtle UK
✨Know Your Tech Basics
Brush up on your knowledge of IT systems, especially in areas like networking, server management, and cloud solutions. Be prepared to discuss your experience with these technologies, as they'll likely come up during the interview.
✨Customer Service is Key
Since this role heavily involves user support, think of examples where you've provided excellent customer service. Be ready to explain how you handled difficult situations or resolved issues quickly to keep customers satisfied.
✨Practice Your Communication Skills
As a 1st Line Support Engineer, you'll need to communicate clearly and confidently. Practice answering common interview questions out loud, focusing on being concise and professional, just like you would when answering calls on the Service Desk.
✨Show Your Team Spirit
This role requires collaboration with various teams, so be prepared to discuss how you work well in a team environment. Share examples of how you've supported colleagues or contributed to team projects in the past.
