Job Description
Job title: Support Engineer
Reports to: Service Desk Manager
Location: Manchester OR Leeds (Hybrid working available)
Hours: Monday to Friday, 37.5 hours, 9am to 5.30pm, 60-minute lunch
Salary: £22,000 - £45,000 DOE + benefits
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About* us:
BCN Group is a fast-growing provider of digital transformation and IT managed solutions to UK businesses. We provide a full suite of solutions comprising on-premises, hybrid and cloud hosting solutions, Azure cloud migration services, Microsoft product development, application support, voice solutions, data management and hardware sales and maintenance.
You will be joining a business which has grown significantly, has ambitious expansion plans and continues to invest in its transformation projects and its people.
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Focus of the role:*
BCN Group have multiple opportunities for experience and motivated IT Support Engineers to join our growing team. The role will provide 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.
This is a customer facing role, so your approach towards tackling something you have not encountered before, needs to be extremely positive and demonstrate a can-do attitude.
Why BCN:
- The opportunity to shape your own future with industry leading training and development and access to our BCN Academy
- Competitive salary and the ability to progress
- 23 days holiday increasing with length of service and the option to buy additional leave
- Hybrid working
- Birthday off
- 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
- Free 24-hour on-site gym
- Long service gifts to celebrate the milestones
- Beer Fridays, end of month pizza, pool tables (with cross office tournaments if you fancy your chances!), dress down every day, social events such as Summer BBQ, plus more!
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Our ideal person will be an experienced Support Engineer ideally from a Managed Service Provider background, but this isn’t essential. A passion for IT and providing outstanding customer service is essential.*
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Delivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’ for our customers.
- Providing technical support for software and hardware issues.
- Managing the timely resolution of open calls and call actions across all customers.
- Ability to research ideas and concepts in order to source suitable technical solutions or resolve problems.
- ‘Hands-on’ problem-solving approach; solving problems within SLA timeframes.
- On occasion provide on-site support for customers as and when required.
- Those that are considered senior engineers will have the opportunity to deliver advanced technical training to the support team, to progress their skills.
Ideal experience & opportunities we can offer:
Whether you’ve had exposure to the below, or are looking for the opportunity to upskill and advance your career – BCN can help you on that journey. We have opportunities available that suit all levels of technical ability;
1st Line
Experience with...
- Active Directory Management
- Desktop Support
- Office 365 Management
- Email and Network Troubleshooting
- Troubleshooting of Microsoft Applications
- New User & Leaver administration
- Antivirus (particularly ESET & Sophos)
Looking for exposure with...
- Advanced management of networking devices (Firewall/Switches)
- InTune/MDM skills
- Storage troubleshooting (SANs & NAS)
- SQL Server
- Excellent general hardware/software troubleshooting and problem-solving skills
- Server management and maintenance
2nd Line
Experience with...
- Advanced management of networking devices (Firewall/Switches)
- InTune/MDM skills
- Storage troubleshooting (SANs & NAS)
- SQL Server
- Excellent general hardware/software troubleshooting and problem-solving skills
- Server management and maintenance
Looking for exposure with...
- Expert Virtualisation knowledge
- Expert Networking Knowledge
- Expert Storage Knowledge
- Expert Azure knowledge
- Expert Server Management knowledge
3rd Line
Experience with (one or more of the following)...
- Expert Virtualisation knowledge
- Expert Networking Knowledge
- Expert Storage Knowledge
- Expert Azure knowledge
- Expert Server Management knowledge
Looking for exposure with...
- Expert Virtualisation knowledge
- Expert Networking Knowledge
- Expert Storage Knowledge
- Expert Azure knowledge
- Expert Server Management knowledge
Job Type: Full-time
Salary: £22,000.00-£35,000.00 per year