At a Glance
- Tasks: Provide 2nd line technical support and resolve customer issues with a hands-on approach.
- Company: Join BCN, a leading managed IT services provider with a people-first culture.
- Benefits: Competitive salary, generous holiday allowance, health cash plan, and gym access.
- Other info: Enjoy social events, volunteer days, and a dynamic work environment.
- Why this job: Shape your future with industry-leading training and make a real impact in tech.
- Qualifications: Experience in IT support, strong troubleshooting skills, and a passion for customer service.
The predicted salary is between 31500 - 38500 £ per year.
Job title
2nd Line Support Consultant
Reports to
Operations Manager
Location
UK based with occasional travel to client sites
Hours
Monday to Friday, 37.5 hours per week
Salary
Competitive + BCN benefits
About BCN
At BCN we unite people and technology to enable organisations to fly.
We believe people and organisations can achieve anything using technology to it's full potential.
Our role is to help them understand what is possible, implement in the right way and utilise their technology to achieve their ambitions.
Which is why we put people front and centre – building client relationships for life and fostering a culture where our people thrive.
We are a leading managed IT services provider and technology consultant, specialising in delivering transformative technology solutions with industry-leading client experience across business, public sector and not for profit organisations.
From cloud computing, cybersecurity, and data management to power app development, we are dedicated to pioneering technology with Microsoft innovation.
Guided by our 3 values of building relationships, customer success and passion and dedication, we are on a mission to make BCN the most trusted tech partner in the UK today.
The kind of company clients want to work with, and people want to work for.
We are delighted you are on this journey with us!
Focus of the role
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
- Providing2ndline 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 (2016 and 2019, 2022, and 2025)
- O365 and its complimentary addons (One Drive, Teams, Flow, Planner etc)
• Strong troubleshooting experience with one or more of the following
- Azure
- Hyper-V/VMware
- Intune/MDM
- Exchange
- SQL Server
- Share Point
- Storage (SANs & NAS)
- Antivirus (particularly Defender, Webroot & Sophos)
- Firewall fundamentals (Fortinet/Sonic Wall)
- Networking fundamentals (managed switching, VLAN's)
- Excellent general hardware/software troubleshooting and problem-solving skills
- Advanced virtualisation troubleshooting (Hyper-V/VMware)
- Advanced firewall troubleshooting (Fortinet/Sonic Wall)
- Advanced networking skills
- Advanced Intune/MDM skills
- Storage troubleshooting (SANs & NAS)
- Advanced Exchange troubleshooting
- Advanced SQL Server troubleshooting
- Must have your own vehicle and a UK clean drivers license with business use insurance
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 Thursdays, dress down every day, social events such as Summer BBQ, Christmas party and lots more!
- #J-18808-Ljbffr
2nd Line Support Consultant in Manchester employer: BCN Group Ltd
At BCN, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises personal and professional growth. With competitive salaries, uncapped commission, and a wealth of benefits including industry-leading training through our BCN Academy, we empower our employees to thrive in their careers while enjoying a balanced lifestyle. Our Manchester location features a free on-site gym, social events, and a supportive environment that fosters strong relationships and community engagement, making BCN a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Consultant in Manchester
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what BCN Group Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges BCN Group Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at BCN Group Ltd!
✨Direct Apply to BCN Group Ltd
Let's not forget to apply directly through the BCN Group Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Support Consultant in Manchester
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at BCN Group Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at BCN Group Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at BCN Group Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
