At a Glance
- Tasks: Assist customers with IT support and manage service requests efficiently.
- Company: Dynamic MSP in Northampton with a fun and supportive culture.
- Benefits: Hybrid working, competitive salary, health perks, and generous annual leave.
- Other info: Enjoy social events and top-notch technology for both office and home.
- Why this job: Join a team where you can grow your tech skills and make a real difference.
- Qualifications: Experience in IT support and excellent customer service skills required.
The predicted salary is between 25000 - 28000 € per year.
As a 1st Line engineer, you will be responsible for assisting in the 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.
- 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)
- £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)
- 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.
First Line Support employer: Bechtle UK
Bechtle is an exceptional employer that prioritises employee well-being and professional growth, offering a hybrid working model and a vibrant work culture in the heart of Northampton. With competitive salaries, generous annual leave, and a commitment to personal development through training and mentorship, employees are empowered to thrive in their roles while enjoying modern facilities and engaging social events. The supportive environment fosters collaboration and innovation, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land First Line Support
✨Tip Number 1
Get your tech skills sharp! Brush up on your knowledge of IT systems, especially in areas like Networking and Cloud solutions. This will help you stand out when chatting with potential employers.
✨Tip Number 2
Practice your customer service skills! As a 1st Line Support Engineer, you'll be the first point of contact for customers. Role-play scenarios with friends or family to get comfortable handling calls and resolving issues.
✨Tip Number 3
Network like a pro! Attend local tech meetups or online forums to connect with others in the industry. You never know who might have a lead on a job or can offer valuable advice.
✨Tip Number 4
Apply through our website! We make it easy for you to submit your application and showcase your skills. Plus, it shows you're genuinely interested in joining our team!
We think you need these skills to ace First Line Support
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 1st Line Support role. Highlight any relevant experience in IT support and customer service, and don’t forget to mention your skills with various IT systems. We want to see how you can fit into our team!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Keep it professional but let your personality come through – we love a bit of character!
Show Off Your Communication Skills:As a 1st Line Engineer, communication is key. In your application, demonstrate your ability to communicate clearly and effectively. Whether it's through your writing style or examples of past experiences, show us you can handle those incoming calls like a pro!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to see all the other cool opportunities we have at StudySmarter!
How to prepare for a job interview at Bechtle UK
✨Know Your Tech
Brush up on your knowledge of various IT systems, especially those mentioned in the job description like Networking, Server, and Cloud solutions. Being able to discuss these confidently will show that you're prepared and knowledgeable.
✨Customer Service Focus
Since this role heavily involves customer interaction, think of examples where you've provided excellent customer service. Be ready to share how you handled difficult situations or resolved issues quickly to keep customers satisfied.
✨Practice Your Communication Skills
As a 1st Line Engineer, you'll need to communicate effectively with both customers and technical teams. Practise explaining technical concepts in simple terms, as well as how to handle incoming calls professionally and confidently.
✨Show Your Team Spirit
This role is all about teamwork, so be prepared to discuss how you've collaborated with others in previous positions. Highlight any experiences where you supported colleagues or contributed to team projects, showing that you're a team player.
