3rd Line Support Engineer

Summary

Join BCN Group as a 3rd Line Support Consultant, based in Manchester, Leeds, or Reading (hybrid work available). You'll act as the escalation point for 1st and 2nd-line engineers, providing advanced technical support, mentoring colleagues, and ensuring timely resolution of customer issues. This role requires extensive experience in Microsoft technologies, networking, virtualization, and troubleshooting. BCN offers a competitive salary, benefits including enhanced holiday allowance, hybrid work, company pension, and various perks like a gym, social events, and professional development opportunities.

Requirements

• Microsoft Windows server (2016, 2019 and 2022)
• Microsoft 365 Platform; Entra, Exchange, Intune/Endpoint Manager
• Microsoft Azure
• Microsoft Azure Virtual Desktops
• Advanced Networking (troubleshooting, VLANs)
• Advanced Firewall Management and Troubleshooting (Fortigate, SonicWall)
• Virtualisation Technologies (VMware, Hyper-V, Citrix); Clustering, Management and Troubleshooting
• SAN Management and Troubleshooting
• Backup and Disaster Recovery Experience
• Excellent Troubleshooting Methodology
• Backup and Recovery Experience (Veeam, Azure Recovery)
• Documentation
• Mentorship of junior engineers
• Customer first mindset
• Full clean UK drivers license for client-site travel

Responsibilities

• Providing 3rd line technical support for hardware and software issues
• Final escalation point for the support team
• Root cause analysis specialist
• Delivery of advanced technical training to the support team, to advance their skills
• 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

Benefits

• The opportunity to shape your own future with industry leading training and development, with access to our BCN Academy
• Competitive salary and the ability to progress
• Enhanced holiday allowance increasing with length of service, plus bank holidays, we even give you the day off if you’re working to celebrate your birthday
• The option to buy more holidays
• Hybrid working policy – your wellbeing matters to us
• Company pension scheme
• 6-months of full pay during maternity leave – subject to length of service
• 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, tech scheme and retail discounts
• State-of-the-art office with free parking
• A free 24-hour on-site gym at our Manchester and Leeds locations
• Long service gifts to celebrate all the milestones
• ���Teach the Techie” sessions ran by our very own experts, where team members can share knowledge, learn new skills, and stay updated on the latest industry trends
• Beer (or soft drinks) and Pizza Friday’s, dress down every day, social events such as Summer BBQ, Christmas party and lots lots more