At a Glance
- Tasks: Provide top-notch 3rd line support and mentor junior engineers in a dynamic team.
- Company: Join BCN, a leading IT services provider with a strong team culture.
- Benefits: Enjoy competitive salary, generous holiday, gym access, and community volunteering days.
- Other info: Hybrid working, fun social events, and opportunities for professional growth await you!
- Why this job: Make a real impact by solving complex tech issues and enhancing team skills.
- Qualifications: Experience in IT support, strong problem-solving skills, and a passion for customer service.
The predicted salary is between 30000 - 50000 £ per year.
Job title: 3rd Line Support Engineer
Reports to: Operations Manager
Location: Role can be based from our Manchester or Leeds locations (Hybrid working available)
Hours: Monday to Friday, 37.5 hours per week
Salary: Competitive + BCN benefits
About BCN:
BCN 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. We're proud to have a strong Glassdoor rating, a reflection of the dedication and feedback from our amazing team.
Our core values of integrity, accountability, efficiency, communication, and teamwork shape everything we do. We foster a culture of openness, where collaboration is key. At BCN, we achieve success through collective effort!
Focus of the role:
BCN Group have an opportunity for an experienced 3rd Line Support Consultant to join our service desk team. The role will act as an escalation point for 1stand 2ndline engineers, mentoring and coaching your engineering colleagues, vetting knowledge base articles to aid the teams and customers alike and 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.
You are the last port of call for the support team so your attitude towards tackling something you have not encountered before, needs to be extremely positive an demonstrate a can-do attitude.
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.
- 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.
Person, Skills & Experience:
- Microsoft Windows server (2019, 2022, 2025)
- O365 and its complimentary addons (OneDrive, Teams, Power Automate, SharePoint etc)
- Advanced virtualisation troubleshooting (HyperV/VMware/Azure)
- Advanced firewall troubleshooting (WatchGuard/SonicWall/FortiGate)
- Advanced InTune/MDM skills
- Storage troubleshooting (SANs, NAS, Cloud Storage)
- Advanced M365/Exchange troubleshooting
- Advanced SQL Server troubleshooting
- Antivirus & Security Products (Windows Defender, ThreatLocker , ESET)
- Advanced On-Premise & Azure Networking skills (managed switching, VLAN's, VNet's)
- Excellent general hardware/software troubleshooting and problem-solving skills
- ITIL foundation accredited
Why BCN?
- The opportunity to shape your own future with industry leading training and development, with access to our BCN Academy.
- Competitive salary with the ability to progress.
- 23-days holiday allowance, increasing with length of service, plus bank holidays, an extra day off on your birthday and the option to buy more!
- Company pension scheme.
- 2 paid leave days per year to volunteer and support your local community – if it matters to you it matters to us.
- 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, home and tech scheme, and retail discounts.
- Balancing work, life, and fitness can be challenging, so we offer a free on-site gym at our Manchester and Leeds locations to make it easier to stay active.
- Long service recognition to celebrate all the milestones
- Beer (or soft drinks) and Pizza Friday's, dress down every day, social events such as Summer BBQ, Christmas party and lots more!
#J-18808-Ljbffr
3rd Line Support Engineer in Manchester employer: BCN Group Ltd
BCN Group Ltd is an excellent employer, offering a dynamic work culture that fosters collaboration and innovation in the field of Microsoft licensing. With a focus on employee growth, you will have access to ongoing training and development opportunities, alongside competitive benefits such as a health cash plan and a generous holiday allowance. Working in this hybrid role not only allows for flexibility but also positions you at the forefront of technology solutions, making a meaningful impact on customer success.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Support Engineer in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work at BCN or similar companies. A friendly chat can sometimes lead to job opportunities that aren’t even advertised!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and knowledge. Make sure you can confidently discuss your experience with Microsoft Windows Server, virtualisation troubleshooting, and advanced networking skills. We want to see your passion for IT shine through!
✨Tip Number 3
Show us your problem-solving skills! During interviews, be ready to tackle hypothetical scenarios or real-life issues. Demonstrating a hands-on approach and a can-do attitude will definitely impress us.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at BCN.
We think you need these skills to ace 3rd Line Support Engineer in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 3rd Line Support Engineer role. Highlight relevant experience, especially in managed service environments, and showcase your technical skills that match the job description.
Craft a Compelling Cover Letter:Your cover letter should reflect your passion for IT and customer service. Use it to tell us why you’re the perfect fit for BCN and how your values align with ours. Don’t forget to mention any specific technologies you’ve worked with!
Showcase Problem-Solving Skills:In your application, give examples of how you've tackled complex technical issues in the past. We love candidates who can demonstrate a hands-on approach and a positive attitude towards problem-solving.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at BCN Group Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft Windows Server, O365, and advanced troubleshooting techniques. BCN is looking for someone who can handle complex issues, so be prepared to discuss specific scenarios where you've successfully resolved technical problems.
✨Show Off Your Customer Service Skills
Since this role involves providing exceptional customer service, think of examples where you've gone above and beyond for clients. Be ready to share how you communicated effectively with customers and managed their expectations during technical issues.
✨Demonstrate a Can-Do Attitude
BCN values a positive approach to problem-solving. During the interview, highlight instances where you've tackled unfamiliar challenges with enthusiasm. This will show that you're not just technically skilled but also adaptable and eager to learn.
✨Prepare Questions About Team Collaboration
Given the emphasis on teamwork at BCN, come prepared with questions about how the support team collaborates and shares knowledge. This shows your interest in contributing to a culture of openness and teamwork, which is crucial for success in this role.
