2nd Line Support Consultant

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. The kind of company clients want to work with, and people want to work for.

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, VLAN’s)
• 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