2nd Line IT Support Engineer

BCN; Northern Ireland; On-site; GBP 28,000 - 35,000; Full time

Benefits offered by this job

23 days holiday

Company pension

Health cash plan

Life assurance

Cycle to work

On-site gym

Birthday day off

Volunteer days

Retail discounts

Social events

Job summary

BCN is seeking an experienced 2nd Line Support Consultant based in Northern Ireland with occasional travel to client sites. You will join the service desk and act as an escalation point for 1st line engineers, delivering email and telephone-based technical support and resolving a wide range of issues within SLAs.

The ideal candidate brings MSP experience, can develop the team’s technical knowledge, and communicates progress clearly to customers and account managers.

Qualifications

• Experience supporting Windows Server environments (2016/2019/2022).
• Proficient with O365 and related services (OneDrive, Teams).
• Strong troubleshooting across hardware/software and networking.

Responsibilities

• Provide 2nd line technical support for hardware and software issues.
• Log calls in the helpdesk and maintain progress notes.
• Manage timely resolution of incidents across customers.
• Own incidents and drive to resolution.
• Escalate technical/operational issues efficiently on tickets.
• Research ideas to source suitable technical solutions.
• Demonstrate hands-on problem solving within SLAs.
• Provide on-site support when required.
• Deliver exceptional customer service and go above expectations.

Skills

Windows Server

O365 suite

Troubleshooting

Hyper-V/VMware

Exchange

SQL Server

SharePoint

Storage SAN/NAS

Defender/Sophos

Fortinet/SonicWall

Networking basics

Intune/MDM

Vehicle & license

Job description

BCN is seeking an experienced 2nd Line Support Consultant based in Northern Ireland with occasional travel to client sites. You will join the service desk and act as an escalation point for 1st line engineers, delivering email and telephone-based technical support and resolving a wide range of issues within SLAs.

The ideal candidate brings MSP experience, can develop the team’s technical knowledge, and communicates progress clearly to customers and account managers.