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 opportunities for professional development.
- Why this job: Make a real impact by helping clients utilise technology to achieve their ambitions.
- Qualifications: Experience in IT support, strong troubleshooting skills, and a passion for customer service.
The predicted salary is between 43200 - 52800 £ per year.
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 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 (2016 and 2019, 2022, and 2025)
- O365 and its complimentary addons (OneDrive, Teams, Flow, Planner 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 Defender, Webroot & Sophos), Firewall fundamentals (Fortinet/SonicWall), Networking fundamentals (managed switching, VLANs).
- Excellent general hardware/software troubleshooting and problem-solving skills.
- Advanced virtualisation troubleshooting (Hyper-V/VMware).
- Advanced firewall troubleshooting (Fortinet/SonicWall).
- 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.
- 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.
- 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 Manchester employer: BCN Group
At BCN, we pride ourselves on being an exceptional employer that prioritises the growth and well-being of our employees. With a strong focus on training through our BCN Academy, competitive salaries, and a vibrant work culture that includes social events and a free on-site gym, we create an environment where our team can thrive both personally and professionally. Our commitment to community support and employee benefits, such as additional leave for volunteering and health cash plans, makes BCN a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Consultant in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BCN Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BCN Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 2nd Line Support Consultant in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BCN Group:Your cover letter is your chance to shine! Tell us why you want to work at BCN Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BCN Group!
How to prepare for a job interview at BCN Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
