At a Glance
- Tasks: Provide 2nd line technical support and troubleshoot modern infrastructure technologies.
- Company: Join a dynamic team in a hybrid role based in Harrogate.
- Benefits: Competitive salary up to £30k, ongoing professional development, and clear career progression.
- Other info: Work in a supportive environment with opportunities to become a certified specialist.
- Why this job: Kickstart your IT career with hands-on experience and exposure to cutting-edge technologies.
- Qualifications: Foundational technical mindset and eagerness to learn; troubleshooting skills are a plus.
The predicted salary is between 30000 - 30000 £ per year.
Location
- Hybrid role, based in Harrogate
- Paying up to £30k
- Summary
I am currently seeking a bright, enthusiastic Technical Support Analyst to join my client's 2nd Line Technical Support team in Harrogate.
This role is ideal for individuals with a foundational technical mindset who are eager to develop their skills and progress their technical career within IT and telecommunications.
You will be the key point of contact for managing and resolving technical faults across a broad range of modern infrastructure technologies.
Working within a 24x7 shift environment on a core business hours model, you will provide high-quality technical support, supplier management, fault monitoring, and customer communication.
The role involves troubleshooting and resolving issues related to broadband, LAN/WAN networking, firewalls, SD-WAN, Vo IP telephony, VPNs, authentication solutions, and data centre environments.
You will liaise with internal teams and external suppliers to ensure faults are managed within contractual SLAs, keeping customers informed throughout the resolution process.
While prior expertise in all technologies is not expected, a willingness to learn and expand your technical knowledge is essential.
This position offers a clear pathway to becoming a certified network or voice specialist, supported by exposure to a wide variety of industry-leading technologies and ongoing professional development.
Key Responsibilities
- Provide 2nd line technical support and fault resolution via phone and email, including out-of-hours support.
- Monitor and manage faults through to resolution, ensuring adherence to SLAs.
- Liaise with suppliers and internal engineering teams to coordinate fault resolution.
- Maintain proactive and clear communication with customers throughout the incident lifecycle.
- Take ownership of monitoring platforms to identify and resolve issues proactively.
- Develop technical knowledge across a broad range of networking, security, voice, and cloud technologies.
Skills
- Foundational technical mindset with eagerness to learn and develop.
- Strong troubleshooting skills across networking, telephony, and security technologies.
- Knowledge of broadband technologies (ADSL, FTTC, FTTP, SOGEA).
- Understanding of LAN/WAN networking including Cisco, Meraki, Huawei, and One Access.
- Familiarity with firewalls (Cisco, Fortinet, Meraki) and SD-WAN solutions.
- Experience or knowledge of Vo IP SIP telephony solutions and clients (Broadworks, Polycom, Cisco Web Ex, Teams).
- Understanding of VPN and 2FA authentication solutions (Safenet, Mobile Pass, Fortinet Authenticator). Lok
- Ability to manage customer communication effectively and professionally.
- Strong attention to detail and customer service focus.
- Software/Tools
- Network monitoring and management platforms
- Cisco, Meraki, Fortinet firewall and networking tools
- Vo IP telephony systems and clients (Broadworks, Cisco Web Ex, Teams)
- VPN and authentication management tools
Certifications & Standards
- Cisco CCNA (desirable but not essential)
- SIP School SSCA (desirable but not essential)
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