Senior 3rd Line Support Engineer – Hybrid & Growth

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

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.