3rd Line Support Engineer

Job title: 3rd Line Support Consultant

Location: Role can be based from any of our Manchester, Leeds or Reading locations (Hybrid working available)

Hours: Monday to Friday, 37.5 hours per week

Salary: £35,000 - £50,000 DOE + benefits

About BCN:

BCN is a leading managed IT services provider based in the United Kingdom, specialising in delivering cutting-edge technology solutions across various sectors, including cloud computing, cybersecurity, and data management. We’re proud to have a strong Glassdoor rating, a reflection of the dedication and feedback from our amazing team.

Our core values of integrity, accountability, efficiency, communication, and teamwork shape everything we do. We foster a culture of openness, where collaboration is key. At BCN, we achieve success through collective effort!

Focus of the role:

BCN Group have an opportunity for an experienced 3rd Line Support Consultant to join our service desk team. The role will act as an escalation point for 1st and 2nd line engineers, mentoring and coaching your engineering colleagues, vetting knowledge base articles to aid the teams and customers alike and 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.

You are the last port of call for the support team so your attitude towards tackling something you have not encountered before, needs to be extremely positive an demonstrate a can-do attitude.

Our ideal person will be an experienced Support Consultant ideally from a Managed Service Provider background. You will assist in developing the support team’s 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.

• Providing 3rd line technical support for hardware and software issues.

• Final escalation point for the support team.

• Root cause analysis specialist.

• Delivery of advanced technical training to the support team, to advance their skills.

• 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 (2016, 2019 and 2022)

• Microsoft 365 Platform; Entra, Exchange, Intune/Endpoint Manager

• Microsoft Azure

• Microsoft Azure Virtual Desktops

• Advanced Networking (troubleshooting, VLANs)

• Advanced Firewall Management and Troubleshooting (Fortigate, SonicWall)

• Virtualisation Technologies (VMware, Hyper-V, Citrix); Clustering, Management and Troubleshooting

• SAN Management and Troubleshooting

• Backup and Disaster Recovery Experience

• Excellent Troubleshooting Methodology

• Backup and Recovery Experience (Veeam, Azure Recovery)

• Documentation

• Mentorship of junior engineers

• Customer first mindset

• Full clean UK drivers license for client-site travel

Why BCN?

• The opportunity to shape your own future with industry leading training and development, with access to our BCN Academy

• Competitive salary and the ability to progress

• Enhanced holiday allowance increasing with length of service, plus bank holidays, we even give you the day off if you’re working to celebrate your birthday

• Did we mention holidays? Yes we did, but you will also have the option to buy more

• Hybrid working policy – your wellbeing matters to us

• Company pension scheme

• 6-months of full pay during maternity leave – subject to length of service

• 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, tech scheme and retail discounts

• State-of-the-art office with free parking

• Balancing work, life, and fitness can be challenging, so we offer a free 24-hour on-site gym at our Manchester and Leeds locations to make it easier to stay active

• Long service gifts to celebrate all the milestones

• “Teach the Techie” sessions ran by our very own experts, where team members can share knowledge, learn new skills, and stay updated on the latest industry trends

• Beer (or soft drinks) and Pizza Friday’s, dress down every day, social events such as Summer BBQ, Christmas party and lots lots more.