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- Tasks: Provide 2nd line technical support and resolve customer issues with a hands-on approach.
- Company: Join BCN Group, a dynamic tech company with a focus on outstanding customer service.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Be part of a supportive team with excellent career advancement opportunities.
- Why this job: Make a real difference by solving technical problems and helping customers thrive.
- Qualifications: Experience in IT support, strong problem-solving skills, and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
BCN Group have an opportunity for an experienced 2nd Line Support Consultant to join our service desk team. The role will act as an escalation point for 1st line engineers, responsible for 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.
Our ideal person will be an experienced Support Consultant ideally from a Managed Service Provider background. 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.
Responsibilities- Providing 2nd line technical support for hardware and software issues.
- Ensuring all calls are logged into the helpdesk system and having ownership that all 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.
- 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.
2nd Line Support Consultant employer: BCN Group Ltd
Contact Detail:
BCN Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Consultant
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that 2nd Line Support Consultant role.
✨Tip Number 2
Prepare for the interview by brushing up on common technical issues and customer service scenarios. We recommend practising your responses to potential questions so you can showcase your problem-solving skills and passion for IT.
✨Tip Number 3
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. We believe it’s a great way to keep you fresh in their minds.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace 2nd Line Support Consultant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line Support Consultant role. Highlight your experience in providing technical support, especially if you've worked in a Managed Service Provider environment. We want to see how your skills match what we're looking for!
Showcase Your Customer Service Skills: Since delivering exceptional customer service is key for us, don’t forget to include examples of how you've gone above and beyond for customers in your application. This will help us see your passion for IT and customer satisfaction.
Be Clear and Concise: When writing your cover letter, keep it clear and to the point. We appreciate straightforward communication, so make sure you explain why you're a great fit for the role without rambling on. Remember, clarity is crucial in our line of work!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all the necessary documents in one go. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at BCN Group Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge before the interview. Familiarise yourself with common hardware and software issues, as well as the tools and systems used in 2nd line support. Being able to discuss specific examples of problems you've solved will show your expertise.
✨Showcase Your Customer Service Skills
Since this role emphasises outstanding customer service, prepare to share examples of how you've gone above and beyond for clients in the past. Think about situations where you turned a negative experience into a positive one, and be ready to discuss your approach to communication and empathy.
✨Demonstrate Problem-Solving Abilities
Be prepared to tackle some hypothetical scenarios during the interview. Practice articulating your thought process when faced with technical challenges. Highlight your hands-on problem-solving approach and how you manage to resolve issues within strict SLAs.
✨Ask Insightful Questions
Interviews are a two-way street, so come armed with questions that show your interest in the company and the role. Inquire about the team dynamics, the types of issues you might encounter, and how success is measured in the position. This not only shows your enthusiasm but also helps you gauge if it's the right fit for you.