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3rd Line Service Desk Engineer

Up to £55K + Company Benefits

Hybrid - Northampton

As a 3rd Line Engineer, you will be responsible for providing 3rd line support to a dedicated financial services client, ensuring incidents, service requests, and updates are logged and processed efficiently. Acting as a key point of escalation for 1st and 2nd Line support, you will work closely with both internal technical teams and the client’s CTO, requiring clear communication at a technical peer‑to‑peer level. The environment demands an engineer who can both simplify complex issues for operational teams and engage confidently on detailed technical discussions, with a strong working knowledge of SQL.

Job Role Responsibilities

User Support and advice: 20%

* Provide high standard of customer service, ensuring that incidents, service requests, and updates from customers are logged and processed quickly and the customer is provided with regular progress updates.

* Work closely with 1st and 2nd line technical support and field engineers to ensure a high level of communication is maintained.

* Ensure updates and job sheets are accurate and completed following each incident or service request.

* Aid the service team for technical design, implementation and support of customer incidents and projects.

* Create and maintain suitable customer infrastructure / service documentation.

* Work with problem management team to determine incident root cause analysis and provide appropriate countermeasures from similar issues from re-occurring.

* Provide occasional on-site support at customer sites to resolve incidents.

* Provide administrative and technical support of managed service operations including involvement of weekend tasks.

* Create and maintain strong relationships with other business units.

* Ensure customers and Bechtle equipment/goods are installed to appropriate standards and industry best practice.

* Seek and highlight additional opportunities whilst reviewing customers infrastructures.

Personal and Team Development: 55%

* 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.

* Train and coach, the member 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: 20%

* Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks.

Job Requirements

* Minimum 3 years’ experience in a 3rd line technical support role, supporting a variety of core infrastructure technology and services.

* Proven experience of supporting a broad range of enterprise technologies and applications including Windows Server, Active Directory, Exchange, Terminal Services/Remote Desktop Services, IIS, SharePoint, networking (DNS, DHCP, switches, routers), firewalls, perimeter/security devices, databases, backup and security software and SQL server.

* Expert knowledge and experience with supporting Dell and HP server / blade hardware

* Good knowledge of Microsoft, Dell, HP, or NetApp SAN storage systems would be highly advantageous.

* Good knowledge of virtualisation technologies including VMware vSphere, Microsoft Hyper-V would be highly advantageous.

* Hold two or more industry recognised and relevant certifications, including but not limited to: AZ-*, MS-*, CCA, VCP, CCNA, CCDA, CSA, CSE, AIS, ASE, JNCIA-*. Additional accreditations would be highly desirable. Relevant operational experience will be taken into consideration if certifications are absent.

What we offer

* Hybrid Working (3 days in / up to 2 days remote if required, after probation)

* Salary of £45,000 - £55,000

* Location – We have offices located across the UK – London, Chippenham, Northampton & Manchester.

* 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

If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.