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- Tasks: Assist customers with IT support and manage service requests efficiently.
- Company: Dynamic MSP in Northampton with a fun and supportive culture.
- Benefits: Hybrid working, competitive salary, health benefits, and exciting perks.
- Other info: Enjoy social events and a clear progression plan for your career.
- Why this job: Join a team where you can grow your tech skills and make a real difference.
- Qualifications: Experience in IT support and excellent customer service skills required.
The predicted salary is between 24000 - 27000 £ per year.
As a 1st Line engineer, you will be responsible for assisting the 1st 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, Field, 2nd line & 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 prioritise tickets to ensure technical queries are resolved quickly and customers remain satisfied.
Job Role Responsibilities
- User Support and advice: 85%
- Answer all incoming calls to the Service Desk in a professional, confident, and timely manner
- Record all Service Request 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, including attending team meetings and completing 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)
- £24,000 - £27,000 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 plus optional 2 weeks unpaid; increases with time spent
- Progression Plan – training & mentor programme
1st Line Support Engineer in Northampton employer: Northampton Business Directory
Contact Detail:
Northampton Business Directory Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Engineer in Northampton
✨Tip Number 1
Get your tech skills sharp! Brush up on your knowledge of IT systems and customer service. The more confident you are in your abilities, the better you'll handle those tricky support calls.
✨Tip Number 2
Practice makes perfect! Role-play common support scenarios with a friend or family member. This will help you think on your feet and improve your communication skills for when you're on the job.
✨Tip Number 3
Network like a pro! Connect with current employees at Bechtle or similar companies on LinkedIn. They can provide insider tips and maybe even refer you for the role!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the team!
We think you need these skills to ace 1st Line Support Engineer in Northampton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 1st Line Support Engineer role. Highlight your relevant experience in IT support and customer service, and don’t forget to mention any specific skills that match the job description.
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Mention your passion for tech support and how you can contribute to keeping our customers happy.
Show Off Your Communication Skills: As a 1st Line Support Engineer, communication is key. In your application, demonstrate your ability to communicate clearly and professionally. This will show us you can handle those incoming calls like a pro!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Northampton Business Directory
✨Know Your Tech
Brush up on your knowledge of IT systems, especially those mentioned in the job description like Networking, Server, and Cloud solutions. Be ready to discuss your previous experiences and how they relate to the role.
✨Customer Service is Key
Since this role heavily involves user support, prepare examples of how you've provided excellent customer service in the past. Think about specific situations where you resolved issues quickly and kept clients informed.
✨Practice Your Communication Skills
As a 1st Line Support Engineer, you'll need to communicate effectively with both customers and technical teams. Practice explaining technical concepts in simple terms and be ready to demonstrate your confidence during the interview.
✨Show Your Team Spirit
This position requires working closely with a team, so be prepared to discuss how you collaborate with others. Share examples of how you've contributed to team projects or supported colleagues in previous roles.