At a Glance
- Tasks: Provide 2nd line support and resolve customer incidents swiftly.
- Company: Join a leading tech company with a modern workspace in Northampton.
- Benefits: Enjoy hybrid working, competitive salary, and generous annual leave.
- Other info: Great opportunities for personal development and career progression.
- Why this job: Be part of a dynamic team and make a real difference in customer support.
- Qualifications: 2+ years experience in IT support and knowledge of Microsoft technologies.
The predicted salary is between 30000 - 35000 £ per year.
As a 2nd line support engineer, you will be responsible for assisting in the 2nd 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, 1st Line, Field, & 3rd line teams during day-to-day operation.
Working as part of a team you’ll swiftly handle incoming calls and tickets to the Service Desk, effectively prioritising tickets to ensure technical queries are resolved quickly and customers remain satisfied.
- User Support and advice: 70%
- Provide 2nd line technical support for all customers
- Ensure customer incidents are resolved as quickly as possible (on and off-site)
- Take responsibility and exceed department Service Level Agreements
- Work closely with 1st and 2nd line technical support and other field engineers to ensure a high level of communications is maintained
- Provide technical guidance to the helpdesk team and field engineers
- Create and maintain strong relationships with other business units
- Ensure that customer and Bechtle office solutions equipment/goods are installed to appropriate standards and industry best practice
- Provide occasional support of managed services operations, including involvement of weekend tasks
- Aid the service team for technical design, implementation and support of customer incidents and projects
- Undertake customer audits and create appropriate documentation
- Create and maintain suitable customer infrastructure / service documentation
- Assist with the planning of internal and customer project work
- Accountable for the change control process and the upkeep of digital records
- Ensure that each service incident or installation is tested as per the client’s sign off process and that this information is stored correctly
- Assist in the training and development of service helpdesk staff and field engineers
- Work under own initiatives as part of the service team to ensure high quality support to clients
- Undertake tasks identified by service helpdesk, service team leader or technical manager
- Undertake any other duties as required, which are deemed necessary to satisfy the needs of the Bechtle
- Ensure incident information is recorded accurately and in a timely manner
- Ensure job sheets are accurate and completed daily
- Keep appraised of new and emerging technologies
- Seek and highlight additional opportunities whilst reviewing customers infrastructures
- Suggest improvements for the on-going development of the service department
- Personal and Team Development: 20%
- Act as a role model for delivering results for enthusiasm and enjoyment of your work for teamwork, for coaching and mentoring of colleagues and team members and for professional standards of behaviour.
- Provide cover or deputise for other analysts in their absence either within the same team or across teams.
- 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.
- Research and Development: 5%
- Investigate new software and hardware for potentially new and existing clients to ensure that we are at the forefront of technology.
- Assist with Problem Investigation where necessary.
- 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
- Minimum 2 years’ experience in a role of supporting servers, networks, printers, PC’s and applications.
- Proven experience of enterprise / mainstream technologies and applications primarily focused on Microsoft front/backend products as well as anti-virus and backup platforms and operations.
- Experience with other enterprise / mainstream technologies and applications such as Citrix, VMware and Cisco are desirable.
- Relevant experience of managing, maintaining, and supporting peripheral equipment including routers, switches, hubs, UPS’s, printers etc.
- Industry recognised accreditations such as MCP, MCSA, MCSE, CCA, CCNA are highly desirable.
What we offer
- Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)
- Flexible Work Shift Patterns - Between 7am and 7pm
- Salary £30,000 - £35,000 Depending on experience
- Location – close to the centre of Northampton with a modern, up to date living space
- Top of the range technology in office and for home working (laptops, screens, 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.
2nd Line Engineer in Northampton employer: Bechtle UK
Bechtle is an exceptional employer that prioritises employee growth and satisfaction, offering a hybrid working model and flexible shift patterns to accommodate work-life balance. With a commitment to professional development through training and mentorship programmes, employees are empowered to excel in their roles while enjoying modern facilities and top-tier technology in a vibrant Northampton location. The supportive work culture 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 2nd Line Engineer in Northampton
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who’s already in the role you want. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Practice your interview skills! Mock interviews can be a game changer. Grab a mate or use online resources to simulate the real deal. The more comfortable you are, the better you’ll perform when it counts.
✨Tip Number 3
Show off your tech skills! When you get the chance, demonstrate your knowledge of relevant technologies during interviews. Bring up your experience with Microsoft products, Citrix, or any other tools mentioned in the job description to impress the hiring team.
✨Tip Number 4
Don’t forget to follow up! After an interview, shoot a quick thank-you email to express your appreciation for the opportunity. It keeps you fresh in their minds and shows your enthusiasm for the role. Plus, it’s just good manners!
We think you need these skills to ace 2nd Line Engineer in Northampton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 2nd Line Engineer role. Highlight your experience with servers, networks, and customer support. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Keep it friendly and professional – we love a good story!
Show Off Your Technical Skills:Don’t hold back on showcasing your technical expertise! Mention any relevant certifications like MCP or CCNA, and give examples of how you've tackled technical challenges in the past. We’re keen to see your problem-solving skills in action!
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 Inside Out
As a 2nd Line Engineer, you'll need to be well-versed in the technologies mentioned in the job description. Brush up on your knowledge of Microsoft products, Citrix, VMware, and Cisco. Be ready to discuss your hands-on experience with these tools and how you've used them to solve customer issues.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples of how you've resolved technical incidents in the past. Think about times when you exceeded Service Level Agreements or improved processes. This will demonstrate your ability to handle pressure and prioritise effectively.
✨Communicate Like a Pro
Since you'll be a point of contact for various teams, strong communication skills are key. Practice explaining complex technical concepts in simple terms. During the interview, show that you can maintain clear and effective communication with both technical and non-technical stakeholders.
✨Emphasise Teamwork and Mentorship
The role involves working closely with other teams and mentoring junior staff. Be prepared to discuss your experiences in team settings and how you've contributed to the development of others. Highlight any leadership roles you've taken on, even if they were informal.
