Senior Technical Support Specialist

3 days ago

Belfast, United Kingdom BCN Group Full time
About BCN Group

BCN Group 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.

Job Title: 3rd Line Support Consultant

We are seeking an experienced 3rd Line Support Consultant to join our service desk team. The successful candidate will act as an escalation point for 1st and 2nd line engineers, mentoring and coaching junior engineers, vetting knowledge base articles to aid the teams and customers alike, and providing email and telephone-based technical support to our vast client base.

Key Responsibilities:
  • 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.
Requirements:
  • 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

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