1st Line Engineer

1st Line Engineer - Northampton

As a 1st Line engineer you will be responsible for assisting in 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 youll swiftly handle incoming callsto the Service Desk effectively prioritising 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 Bechtles ITSM tool
• Handling 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 effectivelyensuringclients are keptup to datewith progress
• Supporting theManaged Service Operation Centre
• Ensuring client requests are handled quickly and efficiently Monitor the progress of any matters assigned to theTechnicalTeam
• Monitorclients 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 Bechtles 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

• Self-motivated with a positive attitude
• Excellent communication and organisational skills and a team-oriented mindset
• Ability to work in a dynamic environment where hard work and fun are the key ingredients
• Ability to work as part of a team and display teamwork.
• Can work on own intuitive
• Good written skills on job reporting and documentation

What we offer

• Hybrid Working (3 days in/2 days out after probation which is 3 months)
• 25000 - 28000 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. Hs optional 2 weeks unpaid. *Increases with time spent
• Progression Plan training & mentor programme.

Experience

• Previous experienceinanIT Operational/ Support environment is high desirable
• Knowledge and experience of various IT systems
• Experienceinthe following Bechtle pillars is highly desirable: Networking Server Storage Modern Workplace Security Cloud and Document Solutions
• Experience in setting up andsupporting of mobile devices
• Excellent customer service skills
• Relevant IT qualifications
• GCSEs inMaths and English or equivalent

Role Grading

Level 1 Entry-Level

Desired Certifications: MS900 AZ900

Desired Experience: 0-1year experience within an Operational/Support team

Level 2 Intermediate (Mid-Level)

Desired Certifications: SC-900 Acronis Cloud Fundamentals VSP CompTia A

Desired Experience: 1 year experience within an Operational/Support team

Level 3 Senior

Desired Certifications: Mimecast Fundamentals CCST

Desired Experience: 1 year experience within an Operational/Support team

Reports to: Service Desk Team Leader

Bechtle is one of Europes 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.

Jenny Careless Human Resources 44 (0)