3rd Line Support Engineer

BCN Group Ltd; Manchester; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

BCN Academy training

Competitive salary

23 days holiday + birthday day

Company pension

Volunteer days

Health cash plan

Life assurance

Cycle to work

On-site gym

Social events

Job summary

BCN Group Ltd is seeking an experienced 3rd Line Support Engineer to join our hybrid team in Manchester/Leeds. You will escalate to senior engineers, mentor peers, and contribute to knowledge base articles to improve service delivery for a broad client base.

You will provide on-site and remote support, resolve complex incidents within SLAs, and deliver advanced technical training to the service desk while maintaining excellent customer communication and collaboration with account managers.

Qualifications

• Experience as a 3rd line support consultant in a MSP or service provider.
• Proven ability to mentor and coach peers and create KB articles.
• Strong communication with customers and account managers.
• Delivery of advanced technical training to the team.

Responsibilities

• Provide 3rd line technical support for hardware and software issues.
• Act as final escalation point for the support team.
• Conduct root cause analysis and drive resolution within SLAs.
• Deliver advanced technical training to the support team.
• Manage open calls end-to-end and coordinate actions across customers.
• Take ownership of incidents and drive closure.
• Escalate technical or operational issues promptly when needed.
• Research ideas to source suitable technical solutions.
• Provide on-site support when required.
• Deliver exceptional customer service and go above and beyond.

Skills

3rd Line Support

Escalation Point

MSP Background

Mentoring & Training

Customer Service

Communication

Education

ITIL Foundation Accredited

Tools

Hyper-V

VMware

Azure

WatchGuard

FortiGate

Intune

SQL Server

Job description

Job title: 3rd Line Support Engineer

Reports to: Operations Manager

Location: Role can be based from our Manchester or Leeds locations (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, VLAN's, 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 confidential Employee 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 Friday's, dress down every day, social events such as Summer BBQ, Christmas party and lots more!