Support Engineer

Summary

Join BCN as a 1st Line Support Consultant and provide first-line technical support to end-users via email, ticketing system, and telephone. You will troubleshoot hardware and software issues, manage call resolution, and escalate complex problems. This remote position requires occasional on-site visits in the Edinburgh or Glasgow area. The role demands strong problem-solving skills and exceptional customer service. BCN offers a competitive salary, benefits, and professional development opportunities.

Requirements

• Microsoft Windows 10 troubleshooting and experience
• O365 and its complimentary addons (OneDrive & Teams)
• Antivirus (particularly ESET & Sophos)
• Printer troubleshooting
• General hardware/software troubleshooting and problem-solving skills
• Intune and MDM
• Apple Mac support
• Intune and MDMMS Azure
• Microsoft software including Windows sever 2012, 2016 and 2019
• SharePoint online and on premise
• Basic understanding of virtualisation (HyperV & VmWare)
• Basic understanding of firewalls (particularly WatchGuard & Sonicwall)
• Basic understanding of networking

Responsibilities

• Provide 1st line technical support for hardware and software issues
• Ensure all calls are logged into the helpdesk system and 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
• On occasion 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

• 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!