IT Support Engineer

Job title:IT Support Engineer (Onsite / Site-based)

Location:Customer site located in Central London

Hours:Monday to Friday, 37.5 hours per week, rotating shifts between 8am and 6pm (usually 9am to 5:30pm)

Salary:£35,000 - £40,000 P/A + benefits

About BCN:

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!

Focus of the role:

• Customer Service, building on client relations and providing quality technical support.

• Being the ‘Primary Technical Contact’ for some clients, providing support to the end users. Working with the Field Services Manager in maintaining clients’ IT infrastructure whilst performing regular checks and audits. Also, a point of escalation for Service Desk Engineers.

Responsibilities:

• Regular client site visits to support any technical related issues.

• 3rd Party technical point of contact for raising cases and escalations.

• Interact with clients daily over the phone and face-to-face, log tickets on their behalf gathering as much technical information as possible.

• Support and troubleshoot end user requests and incidents ensuring tickets are escalated within quickly and efficiently to minimize client service impact.

• Proactively support clients’ local and offsite backups.

• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

• Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review.

• Remote access solution implementation and support: VPN, Terminal Services, and Citrix.

• Responsible for completing and documenting regular client site reviews and operational checks.

• Communication with customers and Account Manager as required, keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Person, Skills & Experience:

Experience in implementing and supporting solutions in a small to mid-size business environment using the following technologies: 

• Essentials

• Microsoft Cloud Technologies (O365, Azure, Teams, SharePoint, etc.) 

• Microsoft OS and Applications (Windows 10, 11, Office 365) 

• Microsoft Server (2016, 2019, Exchange) 

• Active Directory Administration 

• Backup, Disaster Recover and Business Continuity Solutions (Azure, Veeam, Zerto). 

• Wireless Access Solutions (Cisco Meraki, Sonicpoints) 

• Nice to Have

• Mac OS 

• Virtualization (VMWare, Hyper-V, Citrix) 

• Cabling infrastructure (patching, rack installations, etc.) 

• Implementing customer specific applications while dealing with 3rd party software companies. 

• Firewalls and network security (preferably SonicWALL, FortiGate or Cisco) 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Professional IT certifications (such as Mac OS, Microsoft Associate, Expert or Speciality)

• Good interpersonal skills (such as telephony, communication, active listening and customer-care)

• Strong diagnosis skills of technical issues.

• Ability to multi-task and adapt to changes quickly.

• Service awareness of all organization’s key IT services where support is required.

• Good understanding of support tools, techniques, and how technology is used to provide IT services.

• Strong typing skills to ensure quick and accurate entry of service request details.

• Self-motivated with the ability to work in a fast-moving environment

• Strong organisational skills

• Good customer service skills

• Attention to detail

Why BCN?

• 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, 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), Pizza at the end of month, dress down every day, social events such as Summer BBQ, Christmas party and lots more!