At a Glance
- Tasks: Provide 2nd line technical support and resolve customer incidents swiftly.
- Company: Bechtle, a modern tech company with a fun and supportive culture.
- Benefits: Hybrid working, competitive salary, top tech, and generous annual leave.
- Other info: Opportunities for personal development and career progression.
- Why this job: Join a dynamic team and make a real impact on customer satisfaction.
- Qualifications: Excellent communication skills and ability to work independently.
The predicted salary is between 30000 - 35000 € per year.
As a 2nd line support engineer, you will be responsible for assisting the 2nd Line team in overall operation and support for our customers. This will include supporting our customers with requests and incidents remotely. In addition, you will be a point of contact for the main Service Desk Team supporting our workshop, 1st Line, Field, and 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.
Job Role Responsibilities
- 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, enthusiasm and enjoyment of work for teamwork, coaching and mentoring of colleagues, and 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, including attending team meetings and completion of administrative tasks.
Job Requirements
- Excellent customer communication skills
- Can work on own intuitive.
- Good written skills on job reporting and documentation.
What We Offer
- Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)
- Salary £30,000 - £35,000 depending on experience
- Location – close to the centre of Northampton with a 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 plus optional 2 weeks unpaid. Increases with time spent
- Progression Plan – training
2nd Line Engineer employer: Bechtle
Bechtle is an exceptional employer that prioritises employee well-being and professional growth, offering a vibrant work culture in the heart of Northampton. With hybrid working options, competitive salaries, and a range of perks including top-notch technology and generous annual leave, we foster an environment where teamwork and personal development thrive. Join us to be part of a supportive team that values your contributions and encourages you to excel in your career.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Engineer
✨Tip Number 1
Network like a pro! Reach out to current employees at Bechtle or in similar roles on LinkedIn. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by brushing up on common technical questions related to 2nd line support. We recommend practising with a mate or even in front of the mirror to boost your confidence!
✨Tip Number 3
Show off your problem-solving skills during the interview. Share specific examples of how you've resolved customer issues in the past. This will demonstrate your ability to handle the role effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Bechtle.
We think you need these skills to ace 2nd Line Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 2nd Line Engineer role. Highlight your technical skills and any relevant experience that matches the job description. We want to see how you can contribute to our team!
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 your background makes you a great fit. We love seeing enthusiasm and personality in applications.
Show Off Your Communication Skills:Since excellent customer communication is key for this role, make sure your written application reflects that. Keep it clear, concise, and professional. We appreciate good written skills on job reporting and documentation!
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 from us!
How to prepare for a job interview at Bechtle
✨Know Your Tech
Brush up on your technical knowledge related to 2nd line support. Be prepared to discuss common issues you might encounter and how you would resolve them. Familiarise yourself with the tools and technologies mentioned in the job description, as this will show that you're ready to hit the ground running.
✨Customer Communication is Key
Since excellent customer communication skills are a must, practice articulating your thoughts clearly and concisely. Think of examples from your past experiences where you successfully resolved customer issues and maintained satisfaction. This will demonstrate your ability to handle calls and tickets effectively.
✨Team Player Mindset
Emphasise your ability to work collaboratively with other teams, like the 1st Line and Field Engineers. Prepare examples of how you've contributed to team success in previous roles, showcasing your communication skills and willingness to support others.
✨Show Enthusiasm for Learning
The role involves personal and team development, so express your eagerness to learn and grow. Mention any relevant training or certifications you've pursued and how you plan to stay updated with new technologies. This will highlight your commitment to professional development and align with the company's culture.
