At a Glance
- Tasks: Be the go-to person for tech issues and provide top-notch customer support.
- Company: Join a leading managed services provider with a focus on teamwork.
- Benefits: Enjoy remote work, on-call allowance, and ongoing training opportunities.
- Other info: Great career progression into 2nd Line Network Support awaits you!
- Why this job: Kickstart your tech career while making a real difference for customers.
- Qualifications: Experience in technical support and a solid understanding of networking basics.
The predicted salary is between 31500 - 38500 £ per year.
A leading managed services provider is looking for a Destop Support Analyst to join its growing support team.
This is an excellent opportunity for someone with a strong networking foundation who enjoys troubleshooting technical issues and delivering excellent customer service.
This is a predominantly remote role, with occasional travel to customer sites across the Manchester and Liverpool area, making it ideal for candidates based in the North West.
- What you'll be doing
- Act as the first point of contact for technical incidents and service requests
- Log, prioritise and manage tickets through an ITSM platform, ensuring SLA targets are met
- Troubleshoot network, connectivity, hardware and software issues, resolving incidents where possible or escalating to 2nd Line Support
- Monitor customer environments using network monitoring tools and respond proactively to alerts
- Perform routine maintenance, updates and health checks across managed environments
- Maintain clear technical documentation, knowledge articles and ticket records
- Follow security best practices and identify potential risks or compliance issues
What we're looking for
- Previous experience in a 1st Line Support, Service Desk or Technical Support role
- l Good understanding of networking fundamentals including routing, switching, TCP/IP and connectivity troubleshooting
- Experience using ITSM/ticketing systems in an SLA-driven environment
- Strong customer service and communication skills
- A networking certification such as Cisco CCNA, Comp TIA Network+ or Juniper JNCIA, or currently working towards one
Desirable
- ITIL Foundation
- Experience within a Managed Service Provider (MSP) environment
- Exposure to Cisco, Juniper, Fortinet or Palo Alto technologies
- Experience with network monitoring and alerting tools
- What's on Offer
- On-call allowance
- Remote working with occasional customer site visits
- Ongoing training and certification support
- Clear career progression into 2nd Line Network Support
Desktop Support Analyst in Manchester employer: Franklin Fitch
Franklin Fitch is an excellent employer that values innovation and collaboration, providing a dynamic work environment for Senior Client Services Engineers. With a strong focus on employee growth, we offer ongoing training and development opportunities, ensuring our team members are equipped to tackle the latest challenges in Azure and on-premises environments. Located in a vibrant area, our company promotes a culture of support and teamwork, making it a rewarding place to build a meaningful career.
