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Advanced IT Support Consultant
3 months ago
Job Title: Senior Technical Support Engineer
Location: Flexible
Hours: Rotating shifts between 8am - 6pm, 37.5 hours per week, 60-minute lunch
Salary: £35,000 - £50,000 DOE + benefits
About BCN Group:
BCN Group is a premier managed IT services provider located in the United Kingdom. We excel in offering technology solutions tailored to businesses across diverse industries. Our portfolio encompasses cloud computing, cybersecurity, data management, and more.
We foster an open culture that emphasizes collaboration, inclusion, and close cooperation with our leadership team – we believe in working together to achieve success.
Role Overview:
BCN Group is seeking a seasoned Senior Technical Support Engineer to join our service desk team. This position will serve as the escalation point for 1st and 2nd line engineers, providing mentorship and guidance to your engineering peers. You will review knowledge base articles to assist both teams and clients, delivering email and telephone-based technical support to our extensive client base while resolving a variety of technical issues and escalating support requests as necessary to ensure compliance with agreed SLAs.
As the final escalation point for the support team, your approach to unfamiliar challenges must be exceptionally positive, demonstrating a proactive attitude.
Our ideal candidate will possess substantial experience as a Support Consultant, preferably within a Managed Service Provider environment. You will play a crucial role in enhancing the technical expertise of the support team and maintaining clear and regular communication with both customers and account managers regarding the progress of raised issues. A strong passion for IT and a commitment to delivering exceptional customer service are essential.
- Delivering 3rd line technical support for hardware and software challenges.
- Final escalation point for the support team.
- Specializing in root cause analysis.
- Providing advanced technical training to the support team to enhance their skills.
- Managing the timely resolution of open calls and actions across all customers.
- Taking ownership of incidents assigned to you and overseeing them to resolution.
- Ensuring efficient escalation of any technical or operational issues on service tickets.
- Researching ideas and concepts to identify suitable technical solutions or resolve problems.
- Employing a hands-on problem-solving approach to resolve issues within strict SLA timeframes.
- Providing on-site support for customers as needed.
- Delivering outstanding customer service and demonstrating a commitment to going above and beyond for our clients.
Why Choose BCN Group?
- Opportunity to shape your future with industry-leading training and development through our BCN Academy.
- Competitive salary with opportunities for advancement.
- 23 days of holiday, increasing with length of service, plus the option to purchase additional leave.
- Hybrid working arrangements.
- Birthday off.
- Company pension scheme.
- 6 months of full pay during maternity leave with flexible return-to-work options after 12 months of employment.
- 2 paid leave days per year to volunteer and support your local community.
- Health cash plan with access to a confidential Employee Assistance Programme (EAP) for support in various areas including bereavement, financial, health, and wellbeing.
- Life assurance.
- Cycle to work scheme, electric vehicle scheme, tech scheme, and retail discounts.
- Long service gifts to celebrate milestones.
- Casual dress every day, along with social events such as Summer BBQs and more.
Required Skills & Experience:
- Proficiency in Microsoft Windows Server (2012, 2016, and 2019).
- Experience with O365 and its complementary add-ons (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 capabilities.
- Experience in storage troubleshooting (SANs & NAS).
- Advanced Exchange troubleshooting skills.
- Expertise 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 accreditation.
- Full clean UK driver's license for client-site travel.
