st Line Support

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 of seven, you’ll swiftly handle incoming calls to the Service Desk, effectively prioritising tickets to ensure technical queries are resolved quickly and customers remain satisfied.

Job Role Responsibilities

Handling escalated service requests Manage all technical cases effectively, ensuring clients are kept up-to-date with progress Supporting the Technical Team Ensuring 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 Escalate matters in a timely manner if it becomes necessary

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) Flexible shift patterns between 7am and 7pm Comeptitive Salary 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 + optional 2 weeks unpaid. *Increases with time spent Progression Plan – training & mentor programme.

Experience

Previous experience in an IT helpdesk support role Knowledge and experience of various IT systems Experience in the following systems and/or applications: Microsoft 10 Microsoft Office 2019, 2022 Microsoft Office 365 Platform Microsoft Windows Server 2019 and 2022 Microsoft Exchange Server 2019 Experience in setting up and supporting of mobile devices Excellent customer service skills Relevant IT qualifications GCSEs in Maths and English or equivalent UK driving license.

Reports to: Service Desk Team Leader

Jenny Careless | Human Resources | jenny.careless@bechtle.com | +44 (0) 1249 467935