3rd Line Support Engineer

at  BCN Group

Job title: 3rd Line Support Consultant
Location: Flexible
Hours: Monday to Friday, 37.5 hours per week
Salary: £35,000 - £50,000 + benefits

PERSON, SKILLS & EXPERIENCE:

• Microsoft Windows server (2012, 2016 and 2019)
• O365 and its complimentary addons (OneDrive, Teams, Flow, Planner, Delve etc)
• 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
• Antivirus (particularly ESET & Sophos)
• Advanced Firewall skills (WatchGuard/SonicWall)
• Advanced Networking skills (managed switching, VLAN’s)
• Excellent general hardware/software troubleshooting and problem-solving skills
• ITIL foundation accredited
• Full clean UK drivers license for client-site travel

Our ideal person will be an experienced Support Consultant ideally from a Managed Service Provider background. You will assist in developing the support team’s technical knowledge and be able to communicate clearly and regularly with both the customer and the account manager on progress made on issues raised. A passion for IT and providing outstanding customer service is essential.

• 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

FOCUS OF THE ROLE:

BCN Group have an opportunity for an experienced 3rd Line Support Consultant to join our service desk team. The role will act as an escalation point for 1st and 2nd line engineers, mentoring and coaching your engineering colleagues, vetting knowledge base articles to aid the teams and customers alike and providing 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.
You are the last port of call for the support team so your attitude towards tackling something you have not encountered before, needs to be extremely positive an demonstrate a can-do attitude.

Our ideal person will be an experienced Support Consultant ideally from a Managed Service Provider background. You will assist in developing the support team’s technical knowledge and be able to communicate clearly and regularly with both the customer and the account manager on progress made on issues raised. A passion for IT and providing outstanding customer service is essential.

• 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.