Senior 3rd Line Support Engineer - Escalation & Training

BCN Group Ltd; Manchester; Hybrid; 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

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.