3rd Line Support Engineer
BCN Group
- Leeds
- £35,000-50,000 per year
- Permanent
- Full-time
- 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.
- 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 (Manchester)
- 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!
- 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