At a Glance
- 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 customer service.
- Benefits: Enjoy competitive salary, generous holiday allowance, and access to industry-leading training.
- Other info: Be part of a fun culture with social events, gym access, and community volunteering days.
- Why this job: Make a real impact by solving technical challenges and enhancing customer experiences.
- Qualifications: Experience in IT support, strong troubleshooting skills, and a passion for technology.
The predicted salary is between 35000 - 35000 £ per year.
Job title
2nd Line Support Consultant
Reports to
Operations Manager
Location
Northern Ireland based with occasional travel to client sites
Hours
Monday to Friday, 37.5 hours per week
Salary
- Up to £35k + BCN benefits
- Focus of the role
BCN Group has 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, 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, assisting in developing the support team’s technical knowledge and communicating with the customer and account manager regularly on progress.
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 that all progress notes are added.
- Managing the timely resolution of open calls and call actions across all customers.
- Taking ownership of incidents assigned to you and managing them through to resolution.
- Escalating any technical or operational issues on a service ticket efficiently.
- Researching ideas and concepts to source suitable technical solutions or resolve problems.
- Using a hands‑on problem‑solving approach to resolve problems within strict SLA timeframes.
- Providing 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, 2019, 2022 and 2025.
- O365 and its complementary add‑ons (One Drive, Teams, Flow, Planner etc.)
- Strong troubleshooting experience with Azure, Hyper‑V/VMware, Intune/MDM, Exchange, SQL Server, Share Point, storage (SANs & NAS), antivirus (Defender, Webroot & Sophos), firewall fundamentals (Fortinet/Sonic Wall), networking fundamentals (managed switching, VLANs).
- 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 licence with business use insurance.
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‑day 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 well‑being, 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 Thursday’s, dress down every day, social events such as Summer BBQ, Christmas party and lots more!
- #J-18808-Ljbffr
2nd Line Support Consultant employer: bcngroup
At BCN, we prioritise our people and foster a vibrant work culture that encourages growth and innovation. As an Azure DevOps Engineer, you'll benefit from industry-leading training through our BCN Academy, a competitive salary, and a generous holiday allowance, all while enjoying a supportive environment that values community involvement and work-life balance. With unique perks like a free on-site gym and regular social events, BCN is committed to making your career both meaningful and rewarding.
