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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 innovation and collaboration.
- Benefits: Enjoy competitive salary, generous holiday allowance, and access to industry-leading training.
- Other info: Work in a fun environment with social events, free gym access, and opportunities for community volunteering.
- Why this job: Make a real impact by helping clients solve technical problems and enhancing your IT skills.
- Qualifications: Experience in technical support and strong troubleshooting skills in various IT areas.
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, you will be 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.
Person, Skills & Experience
- Microsoft Windows server (2012, 2016 and 2019)
- O365 and its complimentary addons (OneDrive, Teams, Flow, Planner, Delve etc)
- Strong troubleshooting experience with one or more of the following: Azure, Hyper-V/VMware, Intune/MDM, Exchange, SQL Server, SharePoint, Storage (SANs & NAS), Antivirus (particularly ESET & Sophos), Firewall fundamentals (WatchGuard/SonicWall), Networking fundamentals (managed switching, VLAN's)
- Excellent general hardware/software troubleshooting and problem-solving skills
- Advanced virtualisation troubleshooting (Hyper-V/VMware)
- Advanced firewall troubleshooting (WatchGuard/SonicWall)
- Advanced networking skills
- Advanced Intune/MDM skills
- Storage troubleshooting (SANs & NAS)
- Advanced Exchange troubleshooting
- Advanced SQL Server troubleshooting
Benefits
- 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.
- Free on-site gym at our Manchester and Leeds locations.
- Long service recognition to celebrate all the milestones.
- Beer (or soft drinks) and Pizza Thursdays, dress down every day, social events such as Summer BBQ, Christmas party and lots more!
2nd Line Support Consultant in Leeds 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 in Leeds
✨Tip Number 1
Get your tech skills sharp! Brush up on your troubleshooting techniques for Windows Server, O365, and virtualisation. The more confident you are in these areas, the better you'll impress during interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with clients and account managers, being able to explain complex issues in simple terms is key. Try role-playing scenarios with a friend to get comfortable.
✨Tip Number 3
Show your passion for customer service! Think of examples where you've gone above and beyond for a client. This will help you stand out as someone who truly cares about providing exceptional support.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace 2nd Line Support Consultant in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line Support Consultant role. Highlight your experience with Microsoft Windows Server, troubleshooting skills, and any relevant Managed Service Provider background. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT and customer service. Share specific examples of how you've gone above and beyond for customers in the past. We love hearing your story!
Show Off Your Technical Skills: In your application, don't forget to mention your technical expertise, especially with tools like Azure, Hyper-V, and O365. We’re keen on candidates who can demonstrate their problem-solving abilities and hands-on experience, so make it clear!
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 showcase your application in the best light. 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, especially around Microsoft Windows Server, O365, and troubleshooting skills. Be ready to discuss specific scenarios where you've resolved complex issues, as this will show your hands-on experience.
✨Demonstrate Your Customer Service Skills
Since the role emphasises outstanding customer service, prepare 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, as this will highlight your commitment to customer satisfaction.
✨Familiarise Yourself with SLAs
Understanding Service Level Agreements (SLAs) is crucial for this position. Be prepared to discuss how you've managed incidents within strict timeframes and how you prioritise tasks to meet these expectations. This shows that you can handle the pressure of the role.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing training opportunities, or how success is measured in the role. This not only shows your interest but also helps you gauge if the company is the right fit for you.