3rd Line Engineer

As a 3rd Line Engineer, you will be responsible for providing 3rd line support to Bechtle customers ensuring that incidents, service requests, and updates are logged and processed quickly. You will work closely as a point of escalation for 1st and 2nd Line support, ensuring strong communication is maintained throughout.

Job Role Responsibilities

• Provide 3rd line technical support to customers.
• Provide high standard of customer service, ensuring that incidents, service requests, and updates from customers are logged and processed quickly and the customer is provided with regular progress updates.
• Escalate incidents to service team leaders as appropriate.
• Work closely with 1st and 2nd line technical support and field engineers to ensure a high level of communication is maintained.
• Ensure updates and job sheets are accurate and completed following each incident or service request.
• Aid the service team for technical design, implementation and support of customer incidents and projects.
• Create and maintain suitable customer infrastructure/service documentation.
• Work with problem management team to determine incident root cause analysis and provide appropriate countermeasures from similar issues from re-occurring.
• Provide occasional on-site support at customer sites to resolve incidents.
• Take responsibility and exceed company and customer OLA/SLA’s.
• Provide administrative and technical support of managed service operations including involvement of weekend tasks.
• Create and maintain strong relationships with other business units.
• Ensure customers and Bechtle equipment/goods are installed to appropriate standards and industry best practice.
• Undertake any other duties as required by the Server Team Leader or Service Desk Manager, which are deemed necessary to satisfy the needs of Bechtle.
• Work under own initiatives as part of the Service Team to ensure high quality support to clients.
• Provide input into the service departments quality goals and objectives.
• Seek and highlight additional opportunities whilst reviewing customers infrastructures.
• Suggest improvements for the on-going development of the service department.

Personal and Team Development

• 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 the member of the Managed Service Operation Centre to ensure that their knowledge grows with the role.

Research and Development

• 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

• Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks.

Job Requirements

• Self-motivated with a positive attitude.
• Excellent communication and organisational skills and a collaborative mindset.
• Minimum 3 years’ experience in a 3rd line technical support role, supporting a variety of core infrastructure technology and services.
• Proven experience of supporting a broad range of enterprise technologies and applications including Windows Server, Active Directory, Exchange, Terminal Services/Remote Desktop Services, IIS, SharePoint, networking (DNS, DHCP, switches, routers), firewalls, perimeter/security devices, databases, backup and security software and SQL server.
• Expert knowledge and experience within the Wintel environment.
• Good knowledge of Windows desktop operating systems.
• Expert knowledge and experience with supporting Dell and HP server/blade hardware.
• Good knowledge of Microsoft, Dell, HP, or NetApp SAN storage systems would be highly advantageous.
• Good knowledge of virtualisation technologies including VMware vSphere, Microsoft Hyper-V would be highly advantageous.
• Hold two or more industry recognised and relevant certifications, including but not limited to: AZ-*, MS-*, CCA, VCP, CCNA, CCDA, CSA, CSE, AIS, ASE, JNCIA-*.
• Additional accreditations would be highly desirable.
• Relevant operational experience will be taken into consideration if certifications are absent.
• Proven experience of problem management/root cause analysis.
• Ability to work in a busy helpdesk environment and good knowledge of general helpdesk operations.
• Excellent written and verbal communication skills.

What we offer

• Hybrid Working (3 days in/2 days out, after probation which is 3 months).
• Starting Salary of 45k - 55k.
• Location – Brackmills, Northampton.
• 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.

Desired Certifications: VCP, AZ-104, AZ-305, MS-102

Desired Experience: 2+ years within a team leader and/or technical role.

Level 2 Desired Certifications: CCNP-ENT, JNCIS-ENT, VMCE and ITIL v4

Desired Experience: 5+ years within a team leader and/or technical role.

Reports to: Head of Service Desk - Northampton.