3rd Line Support Engineer

Job title: 3rd Line Support Engineer

Reports to: Operations Manager

Location: Role can be based from our Manchester or Leeds locations (Hybrid working available)

Hours: Monday to Friday, 37.5 hours per week

Salary: Competitive + BCN benefits

BCN is a leading managed IT services provider based in the United Kingdom, specialising in delivering cutting-edge technology solutions across various sectors, including cloud computing, cybersecurity, and data management. We're proud to have a strong Glassdoor rating, a reflection of the dedication and feedback from our amazing team.

Our core values of integrity, accountability, efficiency, communication, and teamwork shape everything we do. We foster a culture of openness, where collaboration is key. At BCN, we achieve success through collective effort!

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 1stand 2ndline 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 time frames
• 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.

• Microsoft Windows server (2019, 2022, 2025)
• O365 and its complimentary addons (One Drive, Teams, Power Automate, SharePoint etc)
• Advanced virtualisation troubleshooting (HyperV/VMware/Azure)
• Advanced firewall troubleshooting (Watch Guard/Sonic Wall/Forti Gate)
• Advanced InTune/MDM skills
• Storage troubleshooting (SANs, NAS, Cloud Storage)
• Advanced M365/Exchange troubleshooting
• Advanced SQL Server troubleshooting
• Antivirus & Security Products (Windows Defender, Threat Locker , ESET)
• Advanced On-Premise & Azure Networking skills (managed switching, VLAN's, VNet's)
• Excellent general hardware/software troubleshooting and problem-solving skills
• ITIL foundation accredited

• 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,…