Rapid Response Engineer

Summary

Join BCN's IT support team as a Rapid Response Engineer, based in Manchester, Leeds, Reading, or Belfast (remote work available). You'll be the first point of contact for inbound support calls, resolving technical issues related to Microsoft 365, servers, and end-user devices. This fast-paced role requires strong technical skills, excellent communication, and a customer-focused approach. You will log tickets, troubleshoot problems, and escalate complex issues. The position offers a competitive salary, benefits, and opportunities for professional development within BCN's Academy. Apply if you have proven 1st Line IT Support experience and a passion for helping users.

Requirements

• Proven experience in a 1st Line IT Support role or similar
• Strong working knowledge of Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive
• Basic Windows Server administration experience
• Understanding of IT troubleshooting methodologies and best practices
• Ability to manage multiple tasks efficiently in a high-pressure environment
• Exceptional verbal and written communication skills, with the ability to explain technical issues to non-technical users
• Strong customer service skills and a proactive approach to problem-solving
• Empathy and patience when assisting users, ensuring they feel supported and understood

Responsibilities

• Act as the first point of contact for inbound IT support calls, ensuring a professional and helpful response to all users
• Diagnose and resolve basic technical issues related to Microsoft 365, servers, and end-user devices
• Log, categorise, and prioritize support tickets accurately in the IT service management system
• Escalate complex issues to the correct POD in an appropriate time, ensuring detailed internal ticket notes are updated
• Provide first-line troubleshooting and guidance to end-users, ensuring minimal disruption to their work
• Maintain detailed documentation of issues, solutions, and troubleshooting steps
• Follow established processes for ticket handling and service escalation
• Contribute to the improvement of IT support processes and knowledge base documentation

Preferred Qualifications

• Knowledge of networking fundamentals (DNS, DHCP, VPN, etc.)
• Familiarity with remote desktop support tools and ticketing systems
• Relevant IT certifications (e.g., Microsoft, CompTIA,)
• Strong interpersonal skills with the ability to build rapport with users over the phone
• Ability to remain calm and professional under pressure
• Excellent problem-solving and analytical skills
• A team player with a positive and proactive attitude

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-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 – 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, 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 to make it easier to stay active
• Long service recognition to celebrate all the milestones
• Beer (or soft drinks) and Pizza Friday’s, dress down every day, social events such as Summer BBQ, Christmas party and lots more!