2nd Line Support Engineer

BCN Group; Bristol; Remote; GBP 30,000 - 40,000; Full time

Job summary

A leading managed IT services provider is seeking an experienced 2nd Line Support Consultant to join their service desk team. The role involves providing technical support, managing incidents, and ensuring exceptional customer service. Candidates should have strong troubleshooting skills and experience in a Managed Service Provider environment. The position offers a competitive salary, training opportunities, and various benefits.

Benefits

23 days holiday plus bank holidays

Health cash plan

Life assurance

Pension

Volunteering days

On-site gym facilities

Qualifications

• Experience as a Support Consultant, preferably from a Managed Service Provider.
• Strong troubleshooting experience with hardware and software.

Responsibilities

• Providing 2nd line technical support for hardware and software issues.
• Managing the timely resolution of open calls across all customers.
• Delivering exceptional customer service and going above and beyond for clients.

Skills

Troubleshooting

Customer Service

Tools

Microsoft Windows Server

O365

HyperV

VmWare

InTune

Exchange

SQL Server

SharePoint

Antivirus

Networking

Job description

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Location: Remote but candidate must be located in Bristol

Hours: Monday to Friday, 37.5 hours per week

Salary: Up to £40k DOE + 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 its full potential. Our role is to help them understand what is possible, implement it correctly, and utilise their technology to achieve their ambitions. We prioritize building lasting client relationships and fostering a thriving culture for our people.

We are a leading managed IT services provider and technology consultant, specializing in delivering transformative technology solutions with industry-leading client experience across business, public sector, and not-for-profit organizations. Our expertise includes cloud computing, cybersecurity, data management, and power app development, all driven by Microsoft innovation.

Guided by our core values of building relationships, customer success, and passion and dedication, our mission is to make BCN the most trusted tech partner in the UK. We aim to be the company clients want to work with and the employer people want to join.

Focus of the role:

BCN Group seeks an experienced 2nd Line Support Consultant to join our service desk team. This role will serve as an escalation point for 1st line engineers, providing email and telephone-based technical support to our diverse client base, resolving a wide range of technical issues, and escalating support requests as needed to meet SLAs.

The ideal candidate will have experience as a Support Consultant, preferably from a Managed Service Provider background. You will help develop the support team’s technical knowledge and communicate clearly with both customers and account managers regarding issue progress. A passion for IT and delivering outstanding customer service is essential.

Responsibilities:

• Providing 2nd line technical support for hardware and software issues.
• Logging all calls into the helpdesk system and maintaining ownership of progress notes.
• Managing the timely resolution of open calls across all customers.
• Taking ownership of incidents and managing them through resolution.
• Escalating technical or operational issues efficiently.
• Researching ideas and concepts to source suitable solutions or resolve problems.
• Adopting a hands-on problem-solving approach within strict SLA timeframes.
• Providing on-site support when required.
• Delivering exceptional customer service and going above and beyond for clients.

Person, Skills & Experience:

• Microsoft Windows Server (2012, 2016, 2019)
• O365 and its add-ons (OneDrive, Teams, Flow, Planner, Delve, etc.)
• Strong troubleshooting experience with HyperV/VmWare, InTune/MDM, Exchange, SQL Server, SharePoint, Storage (SANs & NAS), Antivirus (ESET & Sophos), Firewall fundamentals (WatchGuard/SonicWall), Networking fundamentals (managed switching, VLANs)
• Excellent hardware/software troubleshooting skills
• Advanced skills in virtualisation, firewall, networking, InTune/MDM, Exchange, and SQL Server troubleshooting

Why BCN?

We offer industry-leading training and development through our BCN Academy, a competitive salary with progression opportunities, 23 days holiday plus bank holidays, additional benefits such as pension, volunteering days, health cash plan, life assurance, schemes for cycling, electric vehicles, home tech, retail discounts, and on-site gym facilities at some locations. We also celebrate milestones with long service recognition, social events, dress-down policies, and more.