2nd Line Support Engineer

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

Job summary

BCN Group Ltd is seeking a 2nd Line Support Consultant to join their service desk team. The role involves providing technical support, managing incidents, and ensuring exceptional customer service. Ideal candidates will have experience in a Managed Service Provider environment and strong troubleshooting skills across various technologies.

Benefits

Industry-leading training and development opportunities

23 days holiday plus bank holidays

Company pension scheme

Health benefits including Employee Assistance Programme

On-site gym facilities

Qualifications

• Experience from a Managed Service Provider background.
• Strong troubleshooting skills in various technical areas.

Responsibilities

• Providing 2nd line technical support for hardware and software issues.
• Logging calls into the helpdesk system and maintaining detailed notes.
• Escalating technical or operational issues efficiently.

Skills

Troubleshooting

Customer Service

Technical Support

Tools

Microsoft Windows Server

O365

Azure

HyperV

VmWare

InTune

Exchange

SQL Server

Job description

Job title: 2nd Line Support Consultant

Location: Remote, but candidates 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 in the right way, and utilise their technology to achieve their ambitions. We prioritize building lasting client relationships and fostering a culture where our people thrive.

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 spans cloud computing, cybersecurity, data management, and power app development, all driven by Microsoft innovation.

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

Focus of the role:

We are seeking an experienced 2nd Line Support Consultant to join our service desk team. The role involves acting 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 necessary to meet SLAs.

The ideal candidate will have experience from a Managed Service Provider background, with a passion for IT and delivering outstanding customer service. You will assist in developing the team's technical knowledge and communicate clearly with customers and account managers regarding issue progress.

Responsibilities:

• Providing 2nd line technical support for hardware and software issues.
• Logging all calls into the helpdesk system and maintaining detailed notes.
• Managing the resolution of open calls across all customers.
• Taking ownership of incidents and managing them through to resolution.
• Escalating technical or operational issues efficiently.
• Researching solutions to technical problems.
• Applying a hands-on problem-solving approach within 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 skills in areas such as Azure, HyperV/VmWare, InTune/MDM, Exchange, SQL Server, SharePoint, SANs & NAS
• Experience with Antivirus solutions (ESET & Sophos), Firewall fundamentals (WatchGuard/SonicWall), Networking fundamentals, and Virtualization
• Excellent hardware/software troubleshooting skills
• Advanced skills in InTune/MDM, Firewall, Networking, Storage, Exchange, and SQL Server troubleshooting

Why BCN?

• Industry-leading training and development opportunities, including access to our BCN Academy.
• Competitive salary with progression opportunities.
• 23 days holiday, plus bank holidays, birthday leave, and optional extra days.
• Company pension scheme.
• Volunteer days and health benefits including Employee Assistance Programme.
• Additional benefits such as life assurance, cycle to work, electric vehicle schemes, and more.
• On-site gym facilities at Manchester and Leeds locations.
• Recognition for long service, social events, dress-down culture, and regular social gatherings.