3rd Line Support Engineer

BCN Group Ltd; Leeds; Hybrid; GBP 42,000 - 58,000; Full time

Benefits offered by this job

23 days holiday

Company pension

Volunteer days

Health cash plan with EAP

Life assurance

Cycle to work

On-site gym (Manchester/Leeds)

Long service recognition

Social events: BBQs & parties

Job summary

BCN Group Ltd is seeking a seasoned 3rd Line Support Engineer to join our Manchester-based service desk on a hybrid basis. You will escalate from 1st/2nd line, mentor peers, vet knowledge base articles, and provide email/phone support to a broad client base, ensuring issues meet SLAs.

The role demands a proactive problem-solver with a background in MSP environments, strong IT service delivery, and a passion for excellent customer service.

Qualifications

• Experience providing 3rd line technical support.
• Mentoring and coaching of junior engineers.
• Strong customer-focused problem solving within SLAs.

Responsibilities

• Provide 3rd line technical support for hardware and software issues.
• Act as final escalation point for the support team.
• Deliver advanced technical training to the team.
• Manage incident resolution across customers.

Skills

Windows Server

O365 & Addons

Hyper-V/VMware/Azure

Firewall troubleshooting

Intune/MDM

Storage troubleshooting

SQL Server troubleshooting

Security products

On-Premise & Azure Networking

ITIL foundation

Job description

Job title: 3rd Line Support Engineer

Reports to: Operations Manager

Location: Manchester (Hybrid working available)

Hours: Monday to Friday, 37.5 hours per week

Salary: Competitive + BCN benefits

About BCN:

BCN is a leading managed IT services provider based in the United Kingdom, specialising in delivering cutting-edge technology solutions across various sectors, including cloud computing, cybersecurity, and data management. We're proud to have a strong Glassdoor rating, a reflection of the dedication and feedback from our amazing team.

Our core values of integrity, accountability, efficiency, communication, and teamwork shape everything we do. We foster a culture of openness, where collaboration is key. At BCN, we achieve success through collective effort!

Focus of the role:

BCN Group have an opportunity for an experienced 3rd Line Support Consultant to join our service desk team. The role will act as an escalation point for 1stand 2ndline engineers, mentoring and coaching your engineering colleagues, vetting knowledge base articles to aid the teams and customers alike and providing email and telephone based technical support to our vast client base, resolving a wide range of technical customer issues and escalating support requests where necessary to ensure that queries are resolved in line with agreed SLAs.

You are the last port of call for the support team so your attitude towards tackling something you have not encountered before, needs to be extremely positive an demonstrate a can-do attitude.

Our ideal person will be an experienced Support Consultant ideally from a Managed Service Provider background. You will assist in developing the support team's technical knowledge and be able to communicate clearly and regularly with both the customer and the account manager on progress made on issues raised. A passion for IT and providing outstanding customer service is essential.

• Providing 3rd line technical support for hardware and software issues.

• Final escalation point for the support team.

• Root cause analysis specialist.

• Delivery of advanced technical training to the support team, to advance their skills.

• Managing the timely resolution of open calls and call actions across all customers.

• Take ownership of incidents assigned to you and manage them through to resolution.

• Ensure that any technical or operational issues on a service ticket are escalated efficiently.

• Ability to research ideas and concepts in order to source suitable technical solutions or resolve problems

• Hands-on problem-solving approach; solving problems within strict SLA timeframes

• Provide on-site support for customers as and when required

• Delivering exceptional customer service and demonstrating the ability and desire to go 'above and beyond' for our customers.

Person, Skills & Experience:

• Microsoft Windows server (2019, 2022, 2025)

• O365 and its complimentary addons (OneDrive, Teams, Power Automate, SharePoint etc)

• Advanced virtualisation troubleshooting (HyperV/VMware/Azure)

• Advanced firewall troubleshooting (WatchGuard/SonicWall/FortiGate)

• Advanced InTune/MDM skills

• Storage troubleshooting (SANs, NAS, Cloud Storage)

• Advanced M365/Exchange troubleshooting

• Advanced SQL Server troubleshooting

• Antivirus & Security Products (Windows Defender, ThreatLocker , ESET)

• Advanced On-Premise & Azure Networking skills (managed switching, VLANs, VNet's)

• Excellent general hardware/software troubleshooting and problem-solving skills

• ITIL foundation accredited

Why BCN?

• The opportunity to shape your own future with industry leading training and development, with access to our BCN Academy.

• Competitive salary with the ability to progress.

• 23-days holiday allowance, increasing with length of service, plus bank holidays, an extra day off on your birthday and the option to buy more!

• Company pension scheme.

• 2 paid leave days per year to volunteer and support your local community – if it matters to you it matters to us.

• Health cash plan with free access to a confidentialEmployee Assistance Programme (EAP)supporting bereavement, financial, health and wellbeing, and much more

• Life assurance

• Cycle to work scheme, electric vehicle scheme, home and tech scheme, and retail discounts.

• Balancing work, life, and fitness can be challenging, so we offer a free on-site gym at our Manchester and Leeds locations to make it easier to stay active.

• Long service recognition to celebrate all the milestones

• Beer (or soft drinks) and Pizza Fridays, dress down every day, social events such as Summer BBQ, Christmas party and lots more!