3rd Line Service Desk Engineer

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