Rapid Response Engineer

Job title: Rapid Response Engineer

Location: Role can be based from any of our Manchester, Leeds, Reading or Belfast locations (Remote working available)

Hours: Monday to Friday, 37.5 hours per week

Salary: Up to £26k + 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 being a Microsoft powerhouse.

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:

We are looking for a highly motivated and customer-focused Rapid Response Engineer to join our IT support team. In this fast-paced role, you will be the first point of contact for inbound support calls, assisting end-users in resolving technical issues efficiently. You will be responsible for logging tickets, troubleshooting problems, and triaging requests to the appropriate teams. This position requires a strong technical background, excellent communication skills, and the ability to provide a high level of customer service over the phone.

Responsibilities:

• Act as the first point of contact for inbound IT support calls, ensuring a professional and helpful response to all users.

• Diagnose and resolve basic technical issues related to Microsoft 365, servers, and end-user devices.

• Log, categorise, and prioritize support tickets accurately in the IT service management system.

• Escalate complex issues to the correct POD in an appropriate time, ensuring detailed internal ticket notes are updated.

• Provide first-line troubleshooting and guidance to end-users, ensuring minimal disruption to their work.

• Maintain detailed documentation of issues, solutions, and troubleshooting steps.

• Follow established processes for ticket handling and service escalation.

• Contribute to the improvement of IT support processes and knowledge base documentation.

Person, Skills & Experience:

• Proven experience in a 1st Line IT Support role or similar.

• Strong working knowledge of Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive.

• Basic Windows Server administration experience.

• Understanding of IT troubleshooting methodologies and best practices.

• Ability to manage multiple tasks efficiently in a high-pressure environment.

• Exceptional verbal and written communication skills, with the ability to explain technical issues to non-technical users.

• Strong customer service skills and a proactive approach to problem-solving.

• Empathy and patience when assisting users, ensuring they feel supported and understood.

Desirable Skills:

• Knowledge of networking fundamentals (DNS, DHCP, VPN, etc.).

• Familiarity with remote desktop support tools and ticketing systems.

• Relevant IT certifications (e.g., Microsoft, CompTIA,).

Soft Skills:

• Strong interpersonal skills with the ability to build rapport with users over the phone.

• Ability to remain calm and professional under pressure.

• Excellent problem-solving and analytical skills.

• A team player with a positive and proactive attitude.

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) and Pizza Friday’s, dress down every day, social events such as Summer BBQ, Christmas party and lots more!