{"id":700836,"url":"https://alion.io/job/bcngroup-2nd-line-support-consultant-2","title":"2nd Line Support Consultant","company":{"id":669309,"name":"Bcn Group","domain":"bcngroup.in","url":"https://alion.io/company/bcngroup","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":null},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Belfast, United Kingdom"],"countries":["GB"],"hiring_countries":["IE"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":113000,"period":"year","method":"role_country_seniority_unknown","sample_n":76},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Hyper-V","optional":false},{"name":"OneDrive","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Sophos","optional":false},{"name":"SQL","optional":false},{"name":"VLAN","optional":false},{"name":"VMWare","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-07-08T10:28:01Z","employer_posted_date":"2026-07-08","last_verified_at":"2026-10-20T07:15:49Z","board_verified":true,"closed_at":null,"days_open":104,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":103},"description":"Job title: 2nd Line Support Consultant\nReports to: Operations Manager\nLocation: Northern Ireland based with occasional travel to client sites\nHours: Monday to Friday, 37.5 hours per week\nSalary: Competitive + BCN benefits\nAbout BCN:\nAt BCN we unite people and technology to enable organisations to fly.\nWe believe people and organisations can achieve anything using technology to it’s full potential. Our role is to help them understand what is possible, implement in the right way and utilise their technology to achieve their ambitions. Which is why we put people front and centre - building client relationships for life and fostering a culture where our people thrive.\nWe are a leading managed IT services provider and technology consultant, specialising in delivering transformative technology solutions with industry-leading client experience across business, public sector and not for profit organisations. From cloud computing, cybersecurity, and data management to power app development, we are dedicated to pioneering technology with Microsoft innovation.\nGuided by our 3 values of building relationships, customer success and passion and dedication, we are on a mission to make BCN the most trusted tech partner in the UK today. The kind of company clients want to work with, and people want to work for.\nWe are delighted you are on this journey with us!\nFocus of the role:\nBCN Group have an opportunity for an experienced 2nd Line Support Consultant to join our service desk team. The role will act as an escalation point for 1st line engineers, you will be responsible for 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.\nOur 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.\nResponsibilities:\nProviding 2nd line technical support for hardware and software issues.\n\nEnsuring all calls are logged into the helpdesk system and having ownership that all progress notes are added to all calls.\n\nManaging the timely resolution of open calls and call actions across all customers.\n\nTake ownership of incidents assigned to you and manage them through to resolution.\n\nEnsure that any technical or operational issues on a service ticket are escalated efficiently.\n\nAbility to research ideas and concepts in order to source suitable technical solutions or resolve problems\n\n‘Hands-on’ problem-solving approach; solving problems within strict SLA timeframes\n\nProvide on-site support for customers as and when required\n\nDelivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’ for our customers.\n\nPerson, Skills & Experience:\nMicrosoft Windows server (2016 and 2019, 2022, and 2025)\n\nO365 and its complimentary addons (OneDrive, Teams, Flow, Planner etc)\n\nStrong troubleshooting experience with one or more of the following:\n\nAzure\n\nHyper-V/VMware\n\nIntune/MDM\n\nExchange\n\nSQL Server\n\nSharePoint\n\nStorage (SANs & NAS)\n\nAntivirus (particularly Defender, Webroot& Sophos)\n\nFirewall fundamentals (Fortinet/SonicWall)\n\nNetworking fundamentals (managed switching, VLAN’s)\n\nExcellent general hardware/software troubleshooting and problem-solving skills\n\nAdvanced virtualisation troubleshooting (Hyper-V/VMware)\n\nAdvanced firewall troubleshooting (Fortinet/SonicWall)\n\nAdvanced networking skills\n\nAdvanced Intune/MDM skills\n\nStorage troubleshooting (SANs & NAS)\n\nAdvanced Exchange troubleshooting\n\nAdvanced SQL Server troubleshooting\n\nMust have your own vehicle and a UK clean drivers license with business use insurance\n\nWhy BCN?\nThe opportunity to shape your own future with industry leading training and development, with access to our BCN Academy.\n\nCompetitive salary with the ability to progress.\n\n23-days holiday allowance, increasing with length of service, plus bank holidays, an extra day off on your birthday and the option to buy more!\n\nCompany pension scheme.\n\n2 paid leave days per year to volunteer and support your local community - if it matters to you it matters to us.\n\nHealth cash plan with free access to a confidential Employee Assistance Programme (EAP) supporting bereavement, financial, health and wellbeing, and much more\n\nLife assurance\n\nCycle to work scheme, electric vehicle scheme, home and tech scheme, and retail discounts.\n\nBalancing 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.\n\nLong service recognition to celebrate all the milestones\n\nBeer (or soft drinks) and Pizza Thursday’s, dress down every day, social events such as Summer BBQ, Christmas party and lots more!","description_format":"text","description_chars":5066,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Ireland","iso":"IE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Broadband"],"lifecycle":[{"event":"open","at":"2026-09-11T02:51:47Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.276,"p_room":0.28,"age_days":103,"expected_fill_days":27,"reasons":["conf:4","win:tail","crowd:"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/bcngroup-2nd-line-support-consultant-2","json_url":"https://alion.io/job/bcngroup-2nd-line-support-consultant-2.json","meta":{"generated_at":"2026-10-20T12:08:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13436,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":669309},"rest":"https://alion.io/mcp/rest/get_company?id=669309"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbcngroup-2nd-line-support-consultant-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbcngroup-2nd-line-support-consultant-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbcngroup-2nd-line-support-consultant-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bcngroup-2nd-line-support-consultant-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbcngroup-2nd-line-support-consultant-2"}]}