About this role
Salary: £45,000 - 55,000 per year
Requirements
- Minimum 3 years experience in a 3rd line technical support role, supporting a variety of core infrastructure technologies and services.
- Proven experience 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 in a Wintel environment.
- Good knowledge of Windows desktop operating systems.
- Expert knowledge and experience supporting Dell and HP server/blade hardware.
- Good knowledge of Microsoft, Dell, HP, or NetApp SAN storage systems is highly advantageous.
- Good knowledge of virtualisation technologies, including VMware vSphere and Microsoft Hyper-V, is highly advantageous.
- Hold two or more industry-recognised, relevant certifications, including but not limited to AZ-*, MS-*, CCA, VCP, CCNA, CCDA, CSA, CSE, AIS, ASE, and JNCIA-*. Additional accreditations are highly desirable. Relevant operational experience will be considered if certifications are absent.
- Proven experience in problem management and root cause analysis.
- Ability to work in a busy helpdesk environment and good knowledge of general helpdesk operations.
- Excellent written and verbal communication skills.
Responsibilities
- Provide 3rd line technical support to our customers and ensure incidents, service requests, and customer updates are logged and processed promptly, with regular progress updates provided.
- Escalate incidents to service team leaders as appropriate.
- Work closely with 1st and 2nd line technical support and field engineers to maintain effective communication.
- Ensure updates and job sheets are accurate and completed after each incident or service request.
- Support the service team with technical design, implementation, and customer incidents and projects.
- Create and maintain suitable customer infrastructure and service documentation.
- Work with our problem management team to identify incident root causes and provide countermeasures to prevent similar issues recurring.
- Provide occasional on-site support at customer sites to resolve incidents.
- Take responsibility for meeting and exceeding company and customer OLA/SLA requirements.
- Provide administrative and technical support for managed service operations, including weekend tasks.
- Build strong relationships with other business units.
- Ensure customer and company equipment and goods are installed to appropriate standards and industry best practice.
- Undertake other duties requested by the Server Team Leader or Service Desk Manager to meet our needs.
- Identify and highlight additional opportunities while reviewing customer infrastructure.
- Suggest improvements to support the ongoing development of our service department.
- Provide cover for or deputise for other analysts in their absence, within or across teams.
- Undertake ad hoc projects agreed with our Management team on behalf of Support Services, which may involve site visits, customer meetings, or vendor management.
- Actively develop your knowledge, create documentation and procedures, and train and coach members of the Managed Service Operation Centre.
- Investigate new software and hardware for potential new and existing clients to help us remain at the forefront of technology.
- Assist with problem investigations where necessary.
- Follow our company, department, and customer policies and procedures, including attending team meetings and completing administrative tasks.
Technologies
- Active Directory
- Hardware
- Hyper-V
- Support
- SQL
- Security
- SharePoint
- VMware
- Windows
More
We are hiring a 3rd Line Engineer to provide support to Bechtle customers and act as an escalation point for 1st and 2nd Line support. The role is based in Brackmills, Northampton, with hybrid working (three days in the office and two days working from home) available after a three-month probation period. The starting salary is £45,000–£55,000. We offer a supportive, fun, hardworking culture with social events; incentives such as holidays, vouchers, lunches, and spot prizes; top-of-the-range technology for office and home working; subsidised healthcare and medical benefits; 25–30 days of annual leave plus bank holidays, with an optional two weeks of unpaid leave; and a progression plan with training and mentoring.
last updated 43 week of 2026