1st Line Engineer – Hybrid – Northampton

About the role

As a 1st Line Engineer you will join Bechtle’s Managed Service Provider team in Northampton, providing remote first‑line support to a range of customers. You will act as the primary point of contact for the Service Desk, handling calls, tickets and escalations while ensuring a high level of customer satisfaction.

Key responsibilities

• Answer incoming Service Desk calls professionally and record all requests and incidents in Bechtle’s ITSM tool.
• Prioritise and resolve tickets, escalating complex issues to the appropriate resolver groups.
• Monitor client IT systems via monitoring software and keep job sheets and time records up to date.
• Liaise between customers, technical escalation teams and third‑party vendors.
• Support the Managed Service Operation Centre and assist field, 2nd‑line and 3rd‑line teams.
• Undertake ad‑hoc projects, site visits and vendor management as required.

Required profile

• Previous experience in an IT operational or support environment (highly desirable).
• GCSEs in Maths and English or equivalent.
• Strong customer service orientation and excellent communication skills.
• Willingness to develop personal knowledge and contribute to documentation.

Required skills

• Networking
• Server administration
• Storage solutions
• Modern Workplace technologies
• Security fundamentals
• Cloud services
• Document solutions
• Mobile device setup and support
• IT Service Management (ITSM) tools

What we offer

• Hybrid working model (3 days in office, 2 days remote after a 3‑month probation).
• Salary between £25,000 and £28,000 per year, dependent on experience.
• Modern office space in central Northampton and top‑of‑the‑range home‑working equipment.
• Social events, incentives, vouchers and spot prizes.
• Subsidised health‑care/medical benefits and 25‑30 days annual leave.