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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 3rd Line Support Engineer - **Company:** BCN Group - **Location:** Leeds, UK - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Antivirus Softwares, Microsoft Azure, Cloud Storage, Windows Servers, Microsoft SharePoint, Software Engineering, Virtual Local Area Networks, Microsoft Power Automate, Office365, Software Troubleshooting, Sonicwall, Firewalls (Computer Science), Microsoft InTune, Fortinet - **Published:** August 10, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=52cc3cee3e3df118 ## About the Role You are the last port of call for the support team so your attitude towards tackling something you have not encountered before, needs to be extremely positive an demonstrate a can-do attitude. Our 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., * Microsoft Windows server (2019, 2022, 2025) * O365 and its complimentary addons (OneDrive, Teams, Power Automate, SharePoint etc) * Advanced virtualisation troubleshooting (HyperV/VMware/Azure) * Advanced firewall troubleshooting (WatchGuard/SonicWall/FortiGate) * Advanced InTune/MDM skills * Storage troubleshooting (SANs, NAS, Cloud Storage) * Advanced M365/Exchange troubleshooting * Advanced SQL Server troubleshooting * Antivirus & Security Products (Windows Defender, ThreatLocker , ESET) * Advanced On-Premise & Azure Networking skills (managed switching, VLAN's, VNet's) * Excellent general hardware/software troubleshooting and problem-solving skills * ITIL foundation accredited ## Description BCN Group have an opportunity for an experienced 3rd Line Support Consultant to join our service desk team. The role will act as an escalation point for 1st and 2nd line engineers, mentoring and coaching your engineering colleagues, vetting knowledge base articles to aid the teams and customers alike and 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., * 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. ## Related Videos - [WeAreDevelopers LIVE - Back to CODE100](https://www.wearedevelopers.com/videos/1909-wearedevelopers-live-back-to-code100) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)