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- Tasks: Support customers with IT issues and manage service requests efficiently.
- Company: Dynamic MSP in Northampton with a fun and supportive culture.
- Benefits: Hybrid working, competitive salary, health perks, and top tech.
- Other info: Enjoy social events and a clear progression plan for your career.
- Why this job: Join a team where you can grow your 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 and 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 and 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 Requests and Incidents within Bechtle’s ITSM tool
- Handle 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
- Support the Managed Service Operation Centre
- Ensure 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 in Northampton employer: Bechtle UK
Contact Detail:
Bechtle UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support in Northampton
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Practice makes perfect! Before any interview, do a mock run with a mate or in front of the mirror. Focus on how you’d handle common support scenarios, as well as showcasing your customer service skills. Confidence is key!
✨Tip Number 3
Don’t just wait for job openings to pop up! Keep an eye on our website and apply directly. We love seeing proactive candidates who are eager to join our team and make a difference.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can leave a lasting impression. It shows you’re genuinely interested and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace First Line Support in Northampton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight any previous IT support roles or relevant qualifications to show us you’re a great fit for the 1st Line Engineer position.
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you want to join our team at StudySmarter and how your background aligns with the role. Keep it friendly and professional, just like we are!
Show Off Your Customer Service Skills: Since this role involves a lot of customer interaction, make sure to mention any experience you have in providing excellent customer service. We love candidates who can keep our clients happy and satisfied!
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 from our team!
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 jobs. Highlight any experiences where you trained or coached team members, as this aligns with the personal and team development aspect of the role.