1st Line Support Engineer

BCN Group Ltd; City of Edinburgh; Remote; GBP 24,000 - 28,000; Full time

Job summary

A leading managed IT services provider is seeking a 1st Line Support Consultant to provide technical support and resolve issues for clients in Edinburgh and Glasgow. The role involves troubleshooting hardware and software, ensuring timely resolutions, and delivering exceptional customer service. With a competitive salary and benefits, this position offers an opportunity to grow within a supportive environment focused on technology and client success.

Benefits

23-days holiday allowance plus bank holidays

Company pension scheme

Health cash plan with Employee Assistance Programme

Cycle to work scheme

Free on-site gym access

Long service recognition

Social events such as BBQs and Christmas parties

Qualifications

• Experience with Microsoft Windows 10 and O365.
• Strong troubleshooting skills for hardware and software.
• Ability to provide exceptional customer service.

Responsibilities

• Provide 1st line technical support for hardware and software issues.
• Log all calls into the helpdesk system and manage resolution.
• Deliver exceptional customer service and resolve incidents.

Skills

Microsoft Windows 10 troubleshooting

O365 and its complimentary addons

General hardware/software troubleshooting

Printer troubleshooting

Apple Mac support

Basic understanding of networking

Antivirus (ESET & Sophos)

Intune and MDM

Basic understanding of firewalls

Basic understanding of virtualisation

Job description

Job title: 1st Line Support Consultant

Location:Remote but candidate must be located in the region of Edinburgh or Glasgow, to be able to travel to our customer sites when needed.

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.

• Managing the timely resolution of open calls and call actions 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 10 troubleshooting and experience

• O365 and its complimentary addons (OneDrive & Teams)

• 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 sever 2012, 2016 and 2019

• SharePoint online and on premise

• Basic understanding of virtualisation (HyperV & VmWare)

• Basic understanding of firewalls (particularly 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 confidentialEmployee 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 Friday’s, dress down every day, social events such as Summer BBQ, Christmas party and lots more!