Senior 2nd Line IT Support Consultant

BCN Group Ltd; Manchester; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Training & development

Holiday entitlement

Pension scheme

Volunteer days

Health cash plan

Life assurance

Cycle to work scheme

On-site gym

Job summary

BCN Group is seeking a 2nd Line Support Consultant to join our service desk team. The role acts as escalation for 1st line engineers, providing email and telephone technical support to a large client base and resolving issues within SLAs.

The ideal candidate has MSP experience with a passion for IT and customer service, and can communicate progress clearly to customers and the account manager. A UK driving license is required.

Qualifications

• Experience providing 2nd line technical support across Windows and cloud platforms.
• Strong knowledge of O365 and related services (OneDrive, Teams, Flow, Planner).
• Ability to troubleshoot Azure, virtualization, Intune/MDM, Exchange and SQL Server.
• Own vehicle with UK clean license and business use insurance.

Responsibilities

• Provide 2nd line technical support for hardware and software issues.
• Log calls, own progress notes, and manage resolution within SLAs.
• Escalate technical/operational issues as needed.
• Research solutions and provide hands-on problem-solving.
• Deliver on-site support when required.
• Maintain exceptional customer service and proactive support.

Skills

2nd Line Support

Customer service

Troubleshooting

Communication

Documentation

Tools

Windows Server

O365

Azure

Hyper-V/VMware

Intune/MDM

Exchange

SQL Server

SharePoint

SAN/NAS storage

Defender/Sophos/Webroot

Fortinet/SonicWall

Networking (VLANs)

Job description

BCN Group is seeking a 2nd Line Support Consultant to join our service desk team. The role acts as escalation for 1st line engineers, providing email and telephone technical support to a large client base and resolving issues within SLAs.

The ideal candidate has MSP experience with a passion for IT and customer service, and can communicate progress clearly to customers and the account manager. A UK driving license is required.