1st Line Support Consultant

Job title: 1st Line Support Consultant Reports to: Operations Manager Location: Manchester or Leeds (hybrid working available - 3 days in the office) Hours: Monday to Friday, 37.5 hours per week Salary: Up to £28k depending on experience + benefits About BCN: At BCN we unite people and technology to enable organisations to fly.  We 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. We 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. Guided 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. We are delighted you are on this journey with us! Focus of the role: As a 1st Line Support Consultant, you will be responsible for working directly with the end users, offering 1st line technical support via email, ticketing system and telephone, performing fixes where possible and escalating where necessary. Providing 1st line technical support for hardware and software issues. Ensure all calls are logged into the helpdesk system and progress notes are added to all calls. Prioritising assigned tickets, ensuring timely progression, accurate updates, effective triage and resolution of incidents and service requests 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 On occasion 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. Person, Skills & Experience: Microsoft Windows 11 troubleshooting and experience O365 and its complimentary addons (OneDrive & Teams) Active Directory administration (user creation, permissions) Antivirus (particularly ESET & Sophos) Printer troubleshooting General hardware/software troubleshooting and problem-solving skills Intune and MDM Apple Mac…