2nd Line IT Support Engineer | UK On-site

bcngroup; Manchester; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

BCN Academy training

Health cash plan

Company pension

Gym on-site (Manchester/Leeds)

Job summary

BCN Group is seeking a 2nd Line Support Consultant to join our service desk in the UK. You will act as escalation for 1st line engineers, delivering email and telephone support to our client base and resolving a wide range of technical issues within SLAs.

The ideal candidate has MSP experience, communicates clearly with customers and account managers, and is passionate about IT and customer service. On-site visits may be required to support clients.

Qualifications

• Experience providing 2nd line technical support to clients.
• Ability to log calls and maintain progress notes in the helpdesk.
• Escalation and ownership of incidents to meet SLAs.
• On-site support when required and strong customer service mindset.

Responsibilities

• Provide 2nd line technical support for hardware and software issues.
• Log all calls and maintain progress notes in the helpdesk system.
• Manage resolution of open calls and actions across customers.
• Take ownership of incidents to resolution.
• Escalate technical or operational issues efficiently when needed.
• Research ideas to source suitable technical solutions.
• Hands-on problem solving within SLA timeframes.
• Provide on-site support when required.

Skills

Windows Server

O365 Admin

Azure

Hyper-V

VMware

Intune/MDM

Exchange

SQL Server

SharePoint

Networking basics

Troubleshooting

Customer service

Tools

Fortinet

SonicWall

SAN/NAS

Defender/Webroot/Sophos

Job description

BCN Group is seeking a 2nd Line Support Consultant to join our service desk in the UK. You will act as escalation for 1st line engineers, delivering email and telephone support to our client base and resolving a wide range of technical issues within SLAs.

The ideal candidate has MSP experience, communicates clearly with customers and account managers, and is passionate about IT and customer service. On-site visits may be required to support clients.