Senior Technical Support Engineer

3 weeks ago

Belfast, United Kingdom BCN Group Full time

Job Title: Senior Technical Support Engineer

Location: Remote or Flexible

Hours: Rotating shifts from 8am to 6pm, totaling 37.5 hours per week, with a 60-minute lunch break

Salary: £35,000 - £50,000 depending on experience + benefits


About BCN Group:

BCN Group is a premier provider of managed IT services in the UK, dedicated to delivering innovative technology solutions across diverse industries. Our offerings encompass cloud services, cybersecurity, data management, and much more.

We foster a collaborative culture that values inclusion and teamwork, ensuring that we work together to achieve success.

Role Overview:

We are seeking a skilled Senior Technical Support Engineer to join our service desk team. This position will serve as a key escalation point for 1st and 2nd line support engineers, providing mentorship and guidance to your colleagues. You will also be responsible for reviewing knowledge base articles to assist both teams and clients, while delivering technical support via email and phone to our extensive client network, addressing a variety of technical issues and escalating requests as necessary to meet agreed service level agreements (SLAs).

As the final escalation point for the support team, a proactive and positive approach to unfamiliar challenges is essential.

The ideal candidate will have a strong background in technical support, preferably within a Managed Service Provider environment. You will play a crucial role in enhancing the technical capabilities of the support team and will be expected to communicate effectively with both clients and account managers regarding the status of raised issues. A genuine passion for IT and a commitment to exceptional customer service are vital.

  • Delivering 3rd line technical support for hardware and software challenges.
  • Acting as the final escalation point for the support team.
  • Conducting root cause analysis to identify underlying issues.
  • Providing advanced technical training to enhance the skills of the support team.
  • Ensuring timely resolution of open tickets and associated actions across all clients.
  • Taking ownership of assigned incidents and managing them through to resolution.
  • Efficiently escalating any technical or operational issues on service tickets.
  • Researching and sourcing appropriate technical solutions to resolve problems.
  • Employing a hands-on approach to problem-solving within strict SLA timeframes.
  • Providing on-site support for clients as needed.
  • Delivering outstanding customer service and demonstrating a willingness to exceed client expectations.


Why Choose BCN Group?

  • Opportunity to shape your career with industry-leading training and access to our BCN Academy.
  • Competitive salary with opportunities for advancement.
  • 23 days of holiday, increasing with tenure, plus the option to purchase additional leave.
  • Flexible working arrangements.
  • Birthday leave.
  • Company pension plan.
  • Six months of full pay during maternity leave, with flexible return-to-work options after 12 months of employment.
  • Two paid volunteer days each year to support your local community.
  • Health cash plan with free access to a confidential Employee Assistance Programme (EAP) covering various support services.
  • Life insurance coverage.
  • Cycle to work scheme, electric vehicle scheme, technology scheme, and retail discounts.
  • Long service awards to celebrate milestones.
  • Casual dress code and social events such as summer barbecues.


Required Skills & Experience:

  • Proficiency in Microsoft Windows Server (2012, 2016, and 2019).
  • Experience with O365 and its associated applications (OneDrive, Teams, Flow, Planner, Delve, etc.).
  • Advanced troubleshooting skills in virtualization (HyperV/VMware).
  • Expertise in firewall troubleshooting (WatchGuard/SonicWall).
  • Strong networking skills.
  • Advanced InTune/MDM expertise.
  • Experience in storage troubleshooting (SANs & NAS).
  • Advanced troubleshooting for Exchange.
  • Proficient in SQL Server troubleshooting.
  • Familiarity with antivirus solutions (particularly ESET & Sophos).
  • Advanced firewall skills (WatchGuard/SonicWall).
  • Excellent general hardware/software troubleshooting and problem-solving abilities.
  • ITIL foundation certification.
  • Full clean UK driving license for client site travel.

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