Requirements
Must have:
- Technical mindset and eagerness to learn and develop in a technical career - Good all-round technical understanding - Familiarity with broadband technologies (ADSL / FTTC / FTTP / SOGEA) - Knowledge of LAN Networking (Cisco / Meraki) - Understanding of firewalls (Cisco / Fortinet / Meraki) - Familiarity with WAN and SD-WAN Networking (Cisco / Huawei / Fortinet) - Basic knowledge of WLAN Networking (Meraki / Aruba) - Understanding of cellular networking and routing (Digi / Teltonika / BGP / MPLS) - Familiarity with VoIP SIP telephony solutions and handsets (Broadworks / Polycom / Cisco) - Knowledge of VPN and authentication solutions (Safenet / MobilePass) - Strong leadership and motivational skills - Excellent communication and listening skills - Professional written and verbal communication abilities - Strong customer service orientation - Creative problem-solving skills - Integrity and ability to work under pressure - Technical certifications (desirable but not essential, e.g., Cisco CCNA, SIP School SSCA, ITIL Foundation)
Responsibilities:
- Manage and motivate a team of engineers to strive for customer satisfaction and fault resolution - Develop a strong technical understanding of the business product set - Contribute towards continual improvement of new and existing products - Offer technical leadership and document best practices for support tiers - Provide informal assistance and formal training to peers - Develop and maintain internal training documentation - Manage escalations and promote a permanent fix culture - Adhere to contractual SLAs and service standards
Company:
At Redcentric, we are a dynamic organization based in Harrogate, seeking a bright and enthusiastic individual to join our 2nd Line Technical Support team. We offer opportunities for growth and development within a 24 x 7 shift environment, operating under a rolling continental shift schedule. Our focus on efficiency initiatives and service improvement allows us to deliver high-quality customer support. As part of our team, youll have the chance to lead and develop others while enhancing your technical skills in a supportive atmosphere.