Job title: 1st Line Support Consultant
Reports to: Operations Manager
Location: Manchester or Leeds (Hybrid working available)
Hours: Monday to Friday, 37.5 hours, 9am to 5.30pm, 60-minute lunch
Salary: Up to £28k DOE + benefits
About BCN:
BCN is a leading managed IT services provider based in the United Kingdom. We specialise in delivering technology solutions to businesses across various sectors. Our services include cloud computing, cybersecurity, data management, and more.
We have an open culture where collaboration, inclusion and close working with the leadership team is essential – we work together & we win together!
Focus of the role:
As a 1st Line Support Consultant, you will be responsible for working directly with the end users, offering 1st line technical support via email, ticketing system and telephone, performing fixes where possible and escalating where necessary.
* Providing 1st line technical support for hardware and software issues.
* Ensure all calls are logged into the helpdesk system and 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
* On occasion 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.
Why BCN?
* The opportunity to shape your own future with industry leading training and development and access to our BCN Academy
* Competitive salary and the ability to progress
* 23 days holiday increasing with length of service and the option to buy additional leave
* Hybrid working
* Birthday off
* Company pension scheme
* 2 paid leave days per annum to volunteer and support your local community
* 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, tech scheme and retail discounts
* State-of-the-art office with free parking
* Free 24-hour on-site gym (Manchester and Leeds)
* Long service gifts to celebrate the milestones
* Beer Fridays, end of month pizza, pool tables (with cross office tournaments if you fancy your chances!), dress down every day, social
Person, Skills & Experience:
* Microsoft Windows 10 troubleshooting and experience
* O365 and its complimentary addons (OneDrive & Teams)
* Active Directory administration (user creation, permissions)
* Antivirus (particularly ESET & Sophos)
* Printer troubleshooting
* General hardware/software troubleshooting and problem-solving skills
* Intune and MDM
* Apple Mac support
* Intune and MDMMS Azure
* Microsoft software including Windows sever 2012, 2016 and 2019
* SharePoint online and on premise
* Basic understanding of virtualisation (HyperV & VmWare)
* Basic understanding of firewalls (particularly WatchGuard & Sonicwall)
* Basic understanding of networking