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, 23 days holiday, gym access, and volunteer days.
- Other info: Enjoy social events, dress down every day, and celebrate long service milestones.
- 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 30000 - 40000 € per year.
Reports to: Operations Manager
Location: Leeds or Manchester office (hybrid working available)
Hours: Monday to Friday, 37.5 hours per week
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 its 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.
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:
- 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, VLANs).
- 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.
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 Thursday’s, dress down every day, social events such as Summer BBQ, Christmas party and lots more!
2nd Line Support Consultant in Leeds employer: BCN Group
At BCN, we prioritise our people and foster a vibrant work culture that encourages growth and innovation. With industry-leading training through the BCN Academy, competitive salaries, and a range of benefits including a health cash plan and volunteer days, we empower our employees to thrive both personally and professionally. Our Leeds and Manchester offices offer a supportive environment with unique perks like on-site gyms and social events, making BCN an exceptional place to build a rewarding career in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Consultant in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a 2nd Line Support Consultant role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by brushing up on your technical skills and customer service scenarios. Practice common interview questions related to troubleshooting and client interactions. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Don’t forget to showcase your passion for IT! During interviews, share examples of how you've gone above and beyond for customers in the past. This will show that you’re not just about solving problems, but also about building relationships.
✨Tip Number 4
Apply through our website for the best chance at landing that role! It shows you're genuinely interested in BCN and gives us a chance to see your application in the best light. Plus, we love seeing candidates who take that extra step!
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 reflects the skills and experiences that match the 2nd Line Support Consultant role. Highlight your troubleshooting experience and any relevant technical knowledge, especially with Microsoft technologies.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about IT and customer service. Share specific examples of how you've gone above and beyond for clients in the past – we love hearing those stories!
Showcase Your Problem-Solving Skills:In your application, emphasise your hands-on problem-solving approach. We want to see how you tackle challenges and manage incidents, so don’t hold back on sharing your strategies and successes.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at BCN Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft Windows Server, O365, and troubleshooting skills. BCN is looking for someone who can handle hardware and software issues with confidence, so be ready to discuss your experience with these technologies.
✨Showcase Your Customer Service Skills
Since this role is all about providing exceptional customer service, think of examples where you've gone above and beyond for clients. Prepare to share stories that highlight your problem-solving abilities and how you’ve managed client relationships effectively.
✨Understand the Company Culture
Familiarise yourself with BCN's values: building relationships, customer success, and passion. During the interview, demonstrate how your personal values align with theirs and how you can contribute to fostering a positive culture within the team.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training opportunities, and how success is measured in the role. This shows your genuine interest in the position and helps you assess if BCN is the right fit for you.
