Job title: 2nd Line Support Consultant
Reports to: Operations Manager
Location: Leeds or Manchester office (hybrid working available)
Hours: Monday to Friday, 37.5 hours per week
Focus of the role
BCN Group have an opportunity for an experienced 2nd Line Support Consultant to join our service desk team. The role will act as an escalation point for 1st line engineers, you will be responsible for 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.
Our ideal person will be an experienced Support Consultant ideally from a Managed Service Provider background. You will assist in developing the support teams 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.
Responsibilities
* Providing 2nd line technical support for hardware and software issues.
* Ensuring all calls are logged into the helpdesk system and having ownership that all progress notes are added to all calls.
* 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 (2012, 2016 and 2019)
* O365 and its complimentary addons (OneDrive, Teams, Flow, Planner, Delve etc)
* Strong troubleshooting experience with one or more of the following: Azure, Hyper‑V/VMware, Intune/MDM, Exchange, SQL Server, SharePoint, Storage (SANs & NAS), Antivirus (particularly ESET & Sophos), Firewall fundamentals (WatchGuard/SonicWall), Networking fundamentals (managed switching, VLANs)
* Excellent general hardware/software troubleshooting and problem‑solving skills
* Advanced virtualisation troubleshooting (Hyper‑V/VMware)
* Advanced firewall troubleshooting (WatchGuard/SonicWall)
* Advanced networking skills
* Advanced Intune/MDM skills
* Storage troubleshooting (SANs & NAS)
* Advanced Exchange troubleshooting
* Advanced SQL Server troubleshooting
Benefits
* 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.
* Free on‑site gym at our Manchester and Leeds locations.
* Long service recognition to celebrate all the milestones.
* Beer (or soft drinks) and Pizza Thursdays, dress down every day, social events such as Summer BBQ, Christmas party and lots more!
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