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. Whilst a technical mind-set is required for the role, they are also very interested in people who have the desire to learn and want the opportunity to develop and progress their technical career.
KEY RESPONSIBILITIES
Key responsibilities in this are Technical Support, Supplier Management, Monitoring and Customer Communication.
Working as part of a team that operate within a 24 x 7 shift environment, the role will require you to work a continental shift pattern, providing high quality service to their customer base. Monitoring and managing faults through to resolution. Whilst they don't expect you to be an expert in all these areas, an understanding and willingness to expand your technical knowledge in these areas is a must. Range of technologies including (but 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/Cisco WebEx/Teams
VPN/Authentication 2FA solutions - Safenet/MobilePass/Fortinet Authenticator
Device/Environmental monitoring platforms
Data Centre environments
Adhering to contractual SLAs, you will work as part of a large team of technical engineers liaising with colleagues from all areas of the business to provide resolutions for customers.
The Technical Support Team are responsible for logging and resolving all customer phone calls and emails out of hours. During office hours this task will be under taken by the Service Desk.
The Technical Support Analyst will be required to keep the Customer aware of the status of the call as it progresses and contact the Customer to ensure they are happy for the call to be closed once it has been resolved.
TECHNICAL CERTIFICATIONS (DESIRABLE BUT NOT ESSENTIAL)
Cisco CCNA
SIP School SSCA
ITIL Foundation (awareness essential)
HOURS OF WORK
Due to the nature of this role, you will be required to work a rolling continental shift pattern based on the following hours:
X 2 day shifts from 7.00am to 7.00pm
X 2 night shifts from 7.00pm to 7.00am
The above shift pattern would be followed by a 4 day rest period. Due to the nature of a support role, there may be occasions where cover would be required for holidays/sickness.