1st Line Support Consultant

4 weeks ago


Manchester, United Kingdom BCN Group Full time

**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**: Competitive

*
About** us**:
You will be joining a business which has grown significantly, has ambitious expansion plans and continues to invest in its transformation projects and its people.

*
Focus of the role: *
- 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
- 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
- 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 events such as Summer BBQ, plus more
*
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


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