Help Desk Support Technician, Tier II (WFH, 3am-12pm GMT)

Bcs Callprocessing Inc; Remote; GBP 25,000 - 47,000; Full time

Job summary

A technology solutions provider is looking for a full-time Technical Support Analyst Tier II in the United Kingdom. This role involves providing exceptional IT support, troubleshooting issues in enterprise systems, and maintaining effective communication with clients to resolve service requests. A Bachelor's degree in computer science, along with essential skills in customer service and Active Directory, is required to succeed in this position. Competitive salary of £25,000 - £47,000 based on experience is offered.

Benefits

Employee Training and Development

Referral Bonus Program

Virtual Company Events

Home/Hybrid Working

Qualifications

• Minimum 4 years of IT experience.
• Previous MSP experience or experience supporting an external customer base.
• Familiarity with Group Policy and Conditional Access policy (CA).

Responsibilities

• Provide IT support relating to Microsoft’s core business applications.
• Serve as the first point of contact for service requests.
• Maintain communication with business users for case resolution.

Skills

Information Technology Support

Customer Service

Troubleshooting

Active Directory

O365 administration

Education

Bachelor’s degree in computer science or related field

Tools

ServiceNow

Microsoft MCP

AZ 900

Job description

Must be authorized to work in the U.K. Must reside in the U.K.

This is a full-time position: Monday - Friday 3:00 AM - 12:00 PM (GMT).

Remote/WFH employees must have a reliable internet connection and must work in an environment free of noise and distraction.

Pay: £25,000 - £47,000 per year (range based on experience, qualifications and location).

The Company

Make an Impact & Unleash Your Potential: We empower businesses to thrive in a connected world by providing innovative, secure and reliable IT solutions and cyber security services. Immerse yourself in cutting‑edge technologies, collaborate with highly talented individuals and elevate your future.

• Take initiative – professional growth is what you make of it.
• Teamwork – collaboration, sharing of knowledge; it’s what we do.
• Be heard, be respected, be supported – leadership is in it for you.
• We accomplish extraordinary results through determination and commitment.
• Customer satisfaction is at the center of what we do; we only succeed when our customers succeed.

Benefits for a Balanced You (UK Employees)

• Employee Training and Development
• Referral Bonus Program
• Virtual Company Events
• Home/Hybrid Working (Based on Position)

The Opportunity

Internal Title: Technical Support Analyst Tier II

The primary responsibilities for this position are handling second level support in the Managed Services team. Respond, troubleshoot, generate and update service cases for BCS365 clients. The technology stack includes, but is not limited to, enterprise desktops, systems, collaboration tools, cloud applications, cloud security, AD services and network components.

Essential Duties and Responsibilities

• Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7) and Mac (OS X), and peripherals.
• Serve as the first point of contact for all types of service requests.
• Maintain phone support when not actively working a case.
• Process service requests as they arrive through direct customer calls or other communication vehicles. This includes:
• Create new cases in the ticketing system: obtain and evaluate all relevant information for service issues and requests according to procedures.
• Self-assign incoming cases by identifying and investigating user questions and problems and providing immediate solutions when applicable.
• Escalate client support cases that cannot be remedied quickly to the appropriate resource following the escalation process and procedures.
• Enter time and all work with proper updates in the ticketing system as it occurs.
• Apply technical knowledge to quickly resolve end‑user related opportunities such as password resets for the various applications supported.
• Address email-related issues (e.g., creation of distribution lists, shared mailboxes).
• Address phone-related issues (Apple and Android) via Intune or other MDM.
• Administer security group permissions on files, shares, SharePoint and other applications per policy.
• Troubleshoot network connectivity, printer issues and collaboration applications.
• Provide technical break/fix support for all ITS systems currently deployed in production.
• Interface and maintain effective communication with business users and other ITS team members when analysing, updating and resolving cases.
• Maintain administration, maintenance and second‑level support of back‑end global ITS systems.
• Author and maintain technical documentation on system support models, common issues and solutions, as well as self‑service documentation for end users in the ITS Knowledge Base.
• Identify opportunities for continuous improvement of systems in production.
• Communicate with customers as required: keep them informed properly in the ticketing system of incident or request progress and notify them of impending changes based on client SLA.
• Maintain acceptable KPI levels to meet expectations.
• Collaborate with Dispatchers and Help Desk Manager to ensure requests are routed to the proper resource for quick and efficient resolution.
• Data entry may be required for new and active clients in the ticketing system.
• Identify proactive ways to reduce the number of issues and support calls in the environment (reducing quality interruptions or failures of an ITS service).
• Onsite work at client locations will be required as needed.
• Other duties as assigned.

Customer Focus

• Demonstrate exceptional customer service skills to exceed customers expectations and minimise escalations by taking ownership of customer‑reported issues.
• Illustrate diplomacy, tactfulness and empathy when dealing with customers.
• Exemplify the ability to defuse escalations and high‑tension situations.
• Possess a well‑developed ability to appease customers experiencing service outages and difficulties.
• Listen actively and ask clarifying questions to seek understanding.
• Experience going above and beyond the duty to delight customers.
• Have a genuine drive for customer satisfaction and retention.

Required Professional IT Certifications and Experience

• Bachelor’s degree in computer science or related field.
• Minimum 4 years of IT experience.
• Previous MSP experience or experience supporting an external customer base.
• Experience with O365 administration, Azure (AAD) and on‑prem AD.
• Familiarity with Group Policy and Conditional Access policy (CA).
• Experience with ServiceNow and Automate RMM.
• Advanced understanding of operating systems (Windows 10+ and Mac OS X), printing systems, network topology and infrastructure terminology.
• Required certifications: One or more of the following – CompTIA, a Network, Microsoft MCP, MS 900, AZ 900.
• Preferred certifications: MS 102, AZ 104 or CCNA.
• Continually advancing knowledge base through certification courses.

Decision Making and Self‑Management

• Interface and maintain effective communication with business users and other ITS team members when analysing, updating and resolving cases.
• Proficient in troubleshooting, solving problems and root‑cause analysis.
• Excellent organisational and time‑management skills.
• Capable of managing own workload while meeting team goals and business needs of the company.
• Proven aptitude to work well in a team or independently with minimum supervision.
• Desire and capability to make timely decisions in a rapidly changing and uncertain environment.

Troubleshooting

• Ability to troubleshoot complex problems, analyse root causes and educate customers to perform troubleshooting.
• Broad knowledge to assist customers with troubleshooting customer equipment (CPE computers) inside wiring (IW) and using their products and services.

BCS365 is an Equal Opportunity Employer. We consider applicants for all positions without discrimination based on race, colour, religion, creed, gender, national origin, sexual orientation, age, marital or veteran status, disability or any other legally protected status.

By submitting your resume/application you acknowledge and consent to the following:

• BCS365 may collect, process and store the personal data provided in your resume/application for the purpose of evaluating your qualifications for employment opportunities. This includes information such as your contact details, work history, education, skills and any other relevant information you have provided.
• As part of our global operations your personal data may be transferred to and stored in the United States or other countries where BCS365 or its affiliates, subsidiaries or service providers maintain facilities. These transfers are necessary for the evaluation of your application and potential employment opportunities.
• We will retain your personal data for as long as necessary to fulfil the purposes outlined in this disclaimer and in accordance with our data retention policies and legal obligations. If your application is unsuccessful we may retain your data for a reasonable period to consider you for future employment opportunities unless you request its deletion.

Key Skills: user account, Active Directory, customer service, information technology, desk support, end user, project management, phone calls, service level agreement, desk staff, ltil, procedures, setup, hardware, technical support.

Required Experience: IC

Employment Type: Full‑Time

Experience: years

Vacancy: 1

Yearly Salary: £25,000 - £47,000