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- Tasks: Provide top-notch support to customers and manage technical queries efficiently.
- Company: Dynamic IT company with a fun and supportive culture.
- Benefits: Competitive salary, hybrid working, health perks, and exciting incentives.
- Other info: Great career progression opportunities and modern workspace in Northampton.
- Why this job: Join a vibrant team and make a real difference in customer satisfaction.
- Qualifications: Experience in IT support and excellent customer service skills required.
The predicted salary is between 24000 - 27000 £ 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.
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 Northampton 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 Northampton
✨Tip Number 1
Get your tech skills sharp! Brush up on your knowledge of IT systems and customer service. The more confident you are in your abilities, the better you'll handle those tricky support calls.
✨Tip Number 2
Practice your communication skills! Being a 1st Line Support Engineer means talking to customers all day. Role-play with friends or family to get comfortable explaining technical issues in simple terms.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local tech meetups. Building relationships can give you insider info about the company culture and job openings.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. 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 Northampton
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 communicate clearly and effectively. Whether it's through your writing style or examples of past experiences, let us know you can handle those customer calls with confidence!
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 don’t miss out on any important updates. Plus, we love seeing applications come through our own channels!
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. Be ready to discuss your previous experiences and how they relate to the role.
✨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 improved customer satisfaction.
✨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 handling calls on the Service Desk.
✨Show Your Team Spirit
This position 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.