3rd Line Support Engineer

4 weeks ago


Manchester, United Kingdom BCN Group Ltd Full time

3 rd Line Support Consultant
Location: Role can be worked from our Manchester or Leeds office (Minimum of 1-day per week on-site)
Hours: Monday to Friday, 37.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
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 1 st and 2 nd 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 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.
Root cause analysis specialist.
Delivery of advanced technical training to the support team, to advance their skills.
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
~ 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
~ Beer Fridays, end of month pizza, pool tables (with cross office tournaments if you fancy your chances), dress down every day, social events such as Summer BBQ, plus more

Microsoft Windows server (2012, 2016 and 2019)
Advanced networking skills
Advanced SQL Server troubleshooting
Advanced Networking skills (managed switching, VLAN’s)
Excellent general hardware/software troubleshooting and problem-solving skills
ITIL foundation accredited
Full clean UK drivers license for client-site travel
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