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- Tasks: Provide top-notch support to customers and manage technical queries efficiently.
- Company: Join a dynamic MSP with a fun and supportive culture.
- Benefits: Enjoy hybrid working, competitive salary, and great perks like holidays and vouchers.
- Other info: Great opportunities for personal development and career progression.
- Why this job: Kickstart your IT career while making a real difference for customers.
- Qualifications: Previous IT support experience and excellent customer service skills are preferred.
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 in Hardingstone employer: Bechtle UK
Contact Detail:
Bechtle UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Engineer in Hardingstone
✨Tip Number 1
Get to know the company before your interview! Research their values, culture, and recent projects. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a 1st Line Support Engineer, you'll be handling calls and resolving issues. Role-play with a friend or use online resources to sharpen your ability to explain technical concepts clearly.
✨Tip Number 3
Prepare some questions to ask during the interview. This shows you're engaged and helps you figure out if the company is the right fit for you. Think about what you want to know about the team dynamics or growth opportunities.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace 1st Line Support Engineer in Hardingstone
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 1st Line Support Engineer role. Highlight any relevant experience in IT support, customer service skills, and familiarity with IT systems. We want to see how you 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 skills align with what we’re looking for. Keep it friendly and professional – we love a good personality!
Show Off Your Communication Skills: As a 1st Line Support Engineer, communication is key. In your application, demonstrate your ability to convey technical information clearly and effectively. We want to know you can handle those incoming calls like a pro!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Bechtle UK
✨Know Your Tech
Brush up on your knowledge of IT systems, especially those mentioned in the job description like Networking, Server, and Cloud solutions. Be ready to discuss your previous experiences with these technologies and how you've used them to solve problems.
✨Customer Service is Key
Since this role heavily involves customer interaction, prepare examples of how you've provided excellent customer service in the past. Think about specific situations where you resolved issues or went above and beyond for a client.
✨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. This will help you feel more at ease during the actual interview.
✨Show Your Team Spirit
This role requires working closely with a team, so be prepared to discuss how you collaborate with others. Share examples of how you've contributed to team projects or supported colleagues in previous roles, highlighting your ability to work well in a team environment.