2nd Line Support Engineer

2nd Line Service Desk Engineer (MSP) Up to £35K + Company Benefits Hybrid - Northampton As a 2nd line support engineer, you will be responsible for assisting in 2nd 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, 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. User Support and advice: 70% * Provide 2nd line technical support for all customers * 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 * Ensure that customer and Bechtle office solutions equipment/goods are installed to appropriate standards and industry best practice * Aid the service team for technical design, implementation and support of customer incidents and projects * Create and maintain suitable customer infrastructure / service documentation * Assist with the planning of internal and customer project work * Ensure that each service incident or installation is tested as per the client’s sign off process and that this information is stored correctly * Work under own initiatives as part of the service team to ensure high quality support to clients * Ensure incident information is recorded accurately and in a timely manner and job sheets are accurate and completed daily * 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. * Develop new documentation and procedures. 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 Experience * Minimum 2 years' experience supporting Microsoft technologies including Windows Server, Active Directory, Microsoft 365, alongside networks, printers, PCs, and business 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. What we Offer * Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months) * Flexible Work Shift Patterns - Between 7am and 7pm * Salary £30,000 - £35,000 Depending on experience * 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, etc) * Subsidised health care/medical benefits * Annual Leave – 25-30* days plus B.H’s + optional 2 weeks unpaid. *Increases with time spent