3rd Line Engineer

Overview

In this role you provide expert 3rd line support for Bechtle customers, acting as the escalation point and ensuring timely incident handling and updates. You collaborate with 1st/2nd line teams and field engineers to maintain high service levels and documentation. You contribute to problem management, on-site support when needed, and continuous service improvement, aligning with Bechtle’s standards and SLAs. This position offers hybrid working, a structured progression path, and opportunities to influence service quality and customer outcomes.

Pay / Benefits

• Hybrid Working (3 days in/2 days out)
• Starting salary 45k-55k
• Location: Brackmills, Northampton
• Perks: holidays, vouchers, lunches, spot prizes
• Top of the range technology for office and home
• Subsidised health care/medical benefits

Responsibilities

• Provide 3rd line technical support to customers and ensure incidents and service requests are logged and progressed
• Act as escalation point for 1st and 2nd line support and maintain clear communication
• Collaborate with 1st/2nd line and field engineers to ensure accurate updates and progress
• Contribute to technical design, implementation and support of incidents and projects
• Create and maintain customer infrastructure/service documentation
• Assist problem management with root cause analysis and countermeasures
• Occasional on-site support at customer sites
• Meet or exceed OLA/SLA targets and support weekend tasks
• Develop documentation and procedures; train and mentor colleagues
• Identify improvement opportunities and contribute to service department goals
• Support Bechtle equipment installations to industry standards
• undertake additional duties as required by leadership

Key requirements

• Minimum 3 years in a 3rd line technical support role
• Broad experience with core infrastructure technologies and services
• Expert knowledge of Windows Server, Active Directory, Exchange, RDS, IIS, SharePoint, networking, firewalls, databases, backup/security software, and SQL Server
• Strong Wintel expertise
• Good Windows desktop knowledge
• Experience with Dell/HP server hardware
• Knowledge of SAN storage (Microsoft/Dell/HP/NetApp) and virtualization (VMware vSphere, Hyper-V) is advantageous
• Certifications such as AZ-*, MS-*, CCNA/CCNP/ITIL would be desirable
• Experience in problem management/root cause analysis
• Ability to work in busy helpdesk environments and strong communication skills
• Excellent written and verbal communication

• Excellent communication
• Organisational skills
• Collaborative mindset
• Windows Server
• Active Directory
• Exchange

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