3rd Line Engineer

As a 3rd Line Engineer, you will be responsible for providing 3rd line support to Bechtle customers ensuring that incidents, service requests, and updates are logged and processed quickly. You will work closely as a point of escalation for 1st and 2nd Line support, ensuring strong communication is maintained throughout. Job Role Responsibilities User Support and advice: 20% Provide 3rd line technical support to customers. 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. Escalate incidents to service team leaders as appropriate. 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. Take responsibility and exceed company and customer OLA / SLA’s Provide administrative and tech...