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 in Belfast 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.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Consultant in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at bcngroup. 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 bcngroup 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 Belfast
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 bcngroup:Your cover letter is your chance to shine! Tell us why you want to work at bcngroup 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 bcngroup!
How to prepare for a job interview at bcngroup
✨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.
