At a Glance
- Tasks: Provide 2nd line technical support and resolve customer incidents swiftly.
- Company: Join Bechtle, a leading IT supplier in Europe with a supportive culture.
- Benefits: Enjoy hybrid working, competitive salary, and top-notch tech for home and office.
- Other info: Great career progression opportunities and fun social events await you!
- Why this job: Make a real impact by helping customers and developing your tech skills.
- Qualifications: 2+ years in IT support, strong communication, and problem-solving skills required.
The predicted salary is between 36000 - 44000 £ per year.
As a 2nd line support 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, 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.
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 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.
Job Requirements
- Excellent customer communication skills
- Can work on own initiative.
- 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)
- Competitive Salary
- 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 + optional 2 weeks unpaid. *Increases with time spent
- Progression Plan – training & mentor programme
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 MS102, AZ104, JNCIA-Junos, CCNA, Server+ V5 are highly desirable.
Role Grading
- Level 1 – Entry-Level
- Desired Certifications: CompTia Network+, MS102
- Desired Experience: 1+ year experience within an Operational/Support team
- Level 2 – Intermediate (Mid-Level)
- Desired Certifications: CompTia Security+, Acronis Cloud Tech
- Desired Experience: 2+ years’ experience within an Operational/Support team
- Level 3 – Senior
- Desired Certifications: CCNA, JNCIA-Junos, AZ104, Server+ V5
- Desired Experience: 3+ years’ experience within an Operational/Support team
Reports to: Technical Manager
Bechtle is one of Europe’s leading suppliers of IT hardware, software and services. Established in 1983, we utilise our European coverage to provide a common platform for procurement across 14 European countries. We provide comprehensive IT solutions ranging from consultation, procurement and delivery of hardware and software, project planning and implementation, system integration, maintenance, training and even the complete on-site operation of IT systems.
2nd Line Engineer - Northampton employer: Bechtle
Bechtle is an exceptional employer that prioritises employee growth and well-being, offering a dynamic work culture where collaboration and innovation thrive. With the flexibility of remote work and access to top-tier technology, employees can excel in their roles while enjoying generous annual leave and comprehensive health benefits. The company's commitment to professional development through training and mentorship ensures that every team member has the opportunity to advance their career in the rapidly evolving field of Microsoft Modern Workplace solutions.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Engineer - Northampton
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Bechtle values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Bechtle might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Bechtle!
✨Direct Apply to Bechtle
Let's not forget to apply directly through the Bechtle website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Engineer - Northampton
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Bechtle.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Bechtle. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Bechtle
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
