Support Engineer

Summary

Join BCN Group as a 2nd Line Support Consultant and provide technical support to clients, resolving hardware and software issues. You will act as an escalation point for 1st line engineers, managing calls, ensuring timely resolution, and escalating issues as needed. The ideal candidate has experience in a Managed Service Provider environment, strong troubleshooting skills, and excellent communication abilities. This remote position, based in Bristol, offers a competitive salary, benefits, and opportunities for professional development. Responsibilities include providing 2nd-line technical support, managing calls in the helpdesk system, and delivering exceptional customer service. The role requires advanced troubleshooting skills in various technologies, including Microsoft server environments, O365, Azure, and networking.

Requirements

• Microsoft Windows server (2012, 2016 and 2019)
• O365 and its complimentary addons (OneDrive, Teams, Flow, Planner, Delve etc)
• Strong troubleshooting experience with one or more of the following
• Azure
• HyperV/VmWare
• InTune/MDM
• Exchange
• SQL Server
• Sharepoint
• Storage (SANs & NAS)
• Antivirus (particularly ESET & Sophos)
• Firewall fundamentals (WatchGuard/SonicWall)
• Networking fundamentals (managed switching, VLAN’s)
• Excellent general hardware/software troubleshooting and problem-solving skills

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

Preferred Qualifications

• Advanced virtualisation troubleshooting (HyperV/VmWare)
• Advanced firewall troubleshooting (WatchGuard/Sonicwall)
• Advanced networking skills
• Advanced InTune/MDM skills
• Storage troubleshooting (SANs & NAS)
• Advanced Exchange troubleshooting
• Advanced SQL Server troubleshooting

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!