1st Line Support Consultant

BCN Group Ltd; Manchester; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

BCN Academy training

Pension scheme

23 days holiday + birthday day off

Volunteer days

Health cash plan & EAP

Life assurance

Cycle to work & tech scheme

On-site gym

Job summary

BCN Group Ltd is seeking a 1st Line Support Consultant in a hybrid role based in Manchester or Leeds. You will provide frontline technical support via email, phone and ticketing system, resolve issues where possible, and escalate where needed.

The role focuses on delivering responsive customer service, logging tickets, and maintaining SLAs while assisting clients with Windows, O365, and device management tasks. Hybrid working includes 3 days in the office.

Qualifications

• Experience with 1st line technical support and customer service.
• Ability to troubleshoot hardware and software issues across Windows environments.
• Familiarity with ticketing systems and SLA-driven support.

Responsibilities

• Provide 1st line technical support for hardware and software issues.
• Log calls in the helpdesk system and add progress notes.
• Prioritise tickets and ensure timely progression and resolution.
• Escalate complex issues when needed.
• Occasionally provide on-site support to customers.
• Deliver excellent customer service and go beyond for clients.

Skills

Windows 11

O365

Active Directory

Antivirus

Printer troubleshooting

Hardware troubleshooting

Intune

Mac support

Azure

SharePoint

Hyper-V

VMM

Networking basics

Tools

None

Job description

Job title: 1st Line Support Consultant

Reports to: Operations Manager

Location: Manchester or Leeds (hybrid working available - 3 days in the office)

Hours: Monday to Friday, 37.5 hours per week

Salary: Up to £28k depending on experience + benefits

About BCN:

At BCN we unite people and technology to enable organisations to fly.

We believe people and organisations can achieve anything using technology to it’s full potential. Our role is to help them understand what is possible, implement in the right way and utilise their technology to achieve their ambitions.Which is why we put people front and centre – building client relationships for life and fostering a culture where our people thrive.

We are a leading managed IT services provider and technology consultant, specialising in delivering transformative technology solutions with industry-leading client experience across business, public sector and not for profit organisations. From cloud computing, cybersecurity, and data management to power app development, we are dedicated to pioneering technology with Microsoft innovation.

Guided by our 3 values of building relationships, customer success and passion and dedication, we are on a mission to make BCN the most trusted tech partner in the UK today. The kind of company clients want to work with, and people want to work for.

We are delighted you are on this journey with us!

Focus of the role:

As a 1st Line Support Consultant, you will be responsible for working directly with the end users, offering 1st line technical support via email, ticketing system and telephone, performing fixes where possible and escalating where necessary.

• Providing 1st line technical support for hardware and software issues.
• Ensure all calls are logged into the helpdesk system and progress notes are added to all calls.
• Prioritising assigned tickets, ensuring timely progression, accurate updates, effective triage and resolution of incidents and service requests across all customers.
• Take ownership of incidents assigned to you and manage them through to resolution
• Ensure that any technical or operational issues on a service ticket are escalated efficiently.
• Ability to research ideas and concepts in order to source suitable technical solutions or resolve problems
• ‘Hands-on’ problem-solving approach; solving problems within strict SLA timeframes
• On occasion provide on-site support for customers as and when required
• Delivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’ for our customers.

Person, Skills & Experience:

• Microsoft Windows 11 troubleshooting and experience
• O365 and its complimentary addons (OneDrive & Teams)
• Active Directory administration (user creation, permissions)
• Antivirus (particularly ESET & Sophos)
• Printer troubleshooting
• General hardware/software troubleshooting and problem-solving skills
• Intune and MDM
• Apple Mac support
• Intune and MDMMS Azure
• Microsoft software including Windows server 2016, 2019 and 2025
• SharePoint online and on premise
• Basic understanding of virtualisation (HyperV & VmWare)
• Basic understanding of firewalls (particularly Fortigate, WatchGuard & Sonicwall)
• Basic understanding of networking

Why BCN?

• The opportunity to shape your own future with industry leading training and development, with access to our BCN Academy.
• Competitive salary with the ability to progress.
• 23-days holiday allowance, increasing with length of service, plus bank holidays, an extra day off on your birthday and the option to buy more!
• Company pension scheme.
• 2 paid leave days per year to volunteer and support your local community – if it matters to you it matters to us.
• Health cash plan with free access to a confidential Employee Assistance Programme (EAP) supporting bereavement, financial, health and wellbeing, and much more
• Life assurance
• Cycle to work scheme, electric vehicle scheme, home and tech scheme, and retail discounts.
• Balancing work, life, and fitness can be challenging, so we offer a free on-site gym at our Manchester and Leeds locations to make it easier to stay active.
• Long service recognition to celebrate all the milestones
• Beer (or soft drinks) and Pizza at the end of month, dress down every day, social events such as Summer BBQ, Christmas party and lots more!