2nd Line Support Engineer

BCN Group Ltd; 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. The role involves providing technical support, managing incidents, and ensuring exceptional customer service. Ideal candidates will have strong troubleshooting skills and experience in a Managed Service Provider environment. Join a company that values training, career progression, and employee well-being.

Benefits

Industry-leading training and development

23 days holiday plus bank holidays

Company pension scheme

Health cash plan

Life assurance

Cycle-to-work scheme

On-site gym facilities

Qualifications

• Experience in Managed Service Provider environment.
• Strong technical knowledge and excellent communication skills.

Responsibilities

• Providing 2nd line support for hardware and software issues.
• Logging all calls into the helpdesk system.
• Delivering exceptional customer service.

Skills

Troubleshooting

Communication

Customer Service

Tools

Microsoft Windows Server

O365

Azure

HyperV

VMware

InTune

SQL Server

SharePoint

ESET

Sophos

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 organizations to fly. We believe in harnessing the full potential of technology to help people and organizations achieve their ambitions. Our focus is on building long-term 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 solutions across various sectors, including business, public sector, and non-profit organizations. Our expertise spans cloud computing, cybersecurity, data management, and Power Platform development, driven by Microsoft innovations.

Guided by our core values of building relationships, customer success, and passion and dedication, our mission is to become the most trusted tech partner in the UK.

Role Focus:

We are seeking an experienced 2nd Line Support Consultant to join our service desk team. You will act as an escalation point for 1st line engineers, providing email and telephone-based technical support to our diverse client base. Your responsibilities include resolving technical issues and escalating support requests as needed to meet SLAs.

The ideal candidate will have experience in a Managed Service Provider environment, with strong technical knowledge and excellent communication skills. A passion for IT and customer service is essential.

Responsibilities:

• Providing 2nd line support for hardware and software issues.
• Logging all calls into the helpdesk system and maintaining detailed notes.
• Managing the resolution of open calls efficiently.
• Owning incidents and ensuring their resolution.
• Escalating technical or operational issues appropriately.
• Researching and sourcing technical solutions.
• Problem-solving within SLA timeframes.
• Providing on-site support when required.
• Delivering exceptional customer service and going above and beyond for clients.

Person Specification, Skills & Experience:

• Experience with Microsoft Windows Server (2012, 2016, 2019).
• Knowledge of O365 and its components (OneDrive, Teams, Flow, Planner, Delve).
• Strong troubleshooting skills in areas such as Azure, HyperV/VMware, InTune/MDM, Exchange, SQL Server, SharePoint, Storage (SAN/NAS).
• Experience with Antivirus solutions like ESET & Sophos.
• Understanding of firewall fundamentals (WatchGuard/SonicWall).
• Networking fundamentals (managed switches, VLANs).
• Excellent troubleshooting and problem-solving skills.
• Advanced skills in virtualization, firewall, networking, InTune/MDM, storage, Exchange, and SQL Server troubleshooting.

Why Join BCN?

• Industry-leading training and development opportunities through BCN Academy.
• Competitive salary with career progression.
• 23 days holiday plus bank holidays, birthday leave, and optional extra days.
• Company pension scheme.
• Volunteer days to support your community.
• Health cash plan and Employee Assistance Programme.
• Life assurance, cycle-to-work, electric vehicle schemes, and more.
• On-site gym facilities at Manchester and Leeds locations.
• Recognition for long service and regular social events.