Job Description
Background to the Role
An exciting new opportunity has arisen for a bright, enthusiastic individual to join a 2nd Line Technical Support team based in Harrogate. While a technical mindset is essential for the role, we are also interested in candidates who have a desire to learn and develop their technical careers.
Key Responsibilities
The key responsibilities include Technical Support, Supplier Management, Monitoring, and Customer Communication.
Working as part of a team operating within a 24x7 shift environment, the role requires working a continental shift pattern to provide high-quality service to customers. Responsibilities include monitoring and managing faults through to resolution. Although expertise in all areas is not expected, a willingness to expand technical knowledge is essential. Technologies involved include (but are not limited to):
* Broadband technologies - ADSL/FTTC/FTTP/SOGEA
* LAN Networking - Cisco/Meraki
* Firewalls - Cisco/Fortinet/Meraki
* WAN Networking - Cisco/Huawei/OneAccess
* SD-WAN - Meraki/Fortinet
* WLAN Networking - Meraki/Aruba
* Cellular Networking - Digi/Teltonika
* Routing/BGP/MPLS
* VoIP SIP Telephony solutions - Broadworks
* VoIP SIP Telephony handsets/clients - Polycom/Cisco/WebEx/Teams
* VPN/Authentication 2FA solutions - Safenet/MobilePass/Fortinet
* Device/Environmental monitoring platforms
* Data Centre environments
Adhering to contractual SLAs, you will work within a large team of technical engineers, liaising across departments to resolve customer issues.
The Technical Support Team handles all customer calls and emails outside of office hours, while during office hours, this task is managed by the Service Desk.
The Technical Support Analyst will keep customers informed of the status and ensure customer satisfaction before closing calls.
Technical Certifications (Desirable but not essential):
Cisco CCNA, SIP School SSCA, ITIL Foundation (awareness essential)
Hours of Work
The role involves working a rolling continental shift pattern:
* 2 day shifts from 7:00 am to 7:00 pm
* 2 night shifts from 7:00 pm to 7:00 am
Followed by a 4-day rest period. Flexibility for holiday/sickness cover may be required.
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