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For Companies At a Glance
- Tasks: Troubleshoot and resolve complex technical issues for customers, ensuring satisfaction.
- Company: Join Redcentric, a forward-thinking IT and telecommunications company in Harrogate.
- Benefits: Enjoy hybrid working, competitive salary, and support for professional certifications.
- Why this job: Kickstart your IT career and become a certified network or voice specialist.
- Qualifications: A foundational technical mindset and eagerness to learn are essential.
- Other info: Dynamic team environment with 24x7 coverage and excellent growth opportunities.
The predicted salary is between 28800 - 43200 £ per year.
Are you an enthusiastic individual with a foundational technical mindset, eager to fast-track your career in IT and telecommunications? Redcentric is seeking a bright and proactive 2nd Line Technical Support Analyst to join our dedicated team in Harrogate. This role is your opportunity to move beyond the basics—you will be the essential link between our customers and complex technical resolution, managing faults across an incredible breadth of modern infrastructure. We don’t just look for experts; we are looking for driven problem-solvers who desire to learn, grow, and take ownership. If you want a clear path to becoming a certified network or voice specialist, this is where you start.
What You Will Achieve (Key Responsibilities)
- Front-Line Resolution: Be the primary technical resource for customers, troubleshooting and resolving complex issues via phone and email outside of core business hours, acting as a crucial technical escalation point.
- Breadth of Technology Mastery: Deepen your knowledge across a massive range of vendor technologies, including the latest in SD-WAN, VoIP, and Data Centre environments.
- Supplier & Incident Management: Own the end-to-end resolution process, liaising with internal engineering teams and external suppliers to manage faults within contractual SLAs.
- Customer Communication Champion: Provide proactive, high-quality customer communication, ensuring transparency and satisfaction from the moment a fault is logged until it is happily closed.
- System Monitoring: Take ownership of our monitoring platforms, proactively identifying and resolving issues before they impact the customer.
The Cutting-Edge Tech Stack You’ll Be Working With
- Infrastructure Category: Data & Core Networking - Cisco, Meraki, Fortinet, Huawei, OneAccess
- Voice & Collaboration: Broadworks SIP Telephony, Polycom, Cisco WebEx, Teams
- WAN/Connectivity: Routing (BGP/MPLS), ADSL, FTTC, FTTP, SOGEA, Cellular Networking (Digi / Teltonika)
- Security & Access: Firewalls (Cisco/Fortinet/Meraki), VPN, 2FA solutions (Safenet / MobilePass / Fortinet Authenticator)
- Cloud Environment: Device / Environmental monitoring platforms, Data Centre environments
What We Look For (Skills & Attitude)
- Essential: A foundational technical mindset, genuine enthusiasm, and a proven desire to learn complex technical subjects quickly.
- Desirable: Prior experience in a 1st or 2nd Line technical support role.
- Soft Skills: Excellent verbal and written communication skills, exceptional attention to detail, and a commitment to customer service excellence.
- Certifications: Highly Valued, but we will support you to achieve these: Cisco CCNA, SIP School SSCA, ITIL Foundation awareness.
Hours & Location
- Location: Modern office in Harrogate, hybrid working.
- Core Hours: Monday to Thursday – 9:00 AM to 5:30 PM; Friday – 9:00 AM to 3:30 PM.
- Shift Environment: Must be willing to work as part of a team that provides 24x7 coverage on a rotational basis (details of the shift pattern and compensation will be discussed at the interview).
Ready to launch your technical career and become a multi-faceted infrastructure specialist? Apply now!
Technical Support Analyst in Harrogate employer: Patriot Home Funding, Inc.
Contact Detail:
Patriot Home Funding, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst in Harrogate
✨Tip Number 1
Network like a pro! Attend industry meetups, webinars, or local tech events. It's a great way to meet people in the field and get your name out there—plus, you never know who might have a lead on that perfect job!
✨Tip Number 2
Show off your skills! Create a portfolio or a personal project that highlights your technical abilities. This can be anything from a troubleshooting guide to a small app. It’s a fantastic way to demonstrate your problem-solving skills and enthusiasm for tech.
✨Tip Number 3
Prepare for interviews by practising common technical questions and scenarios. We recommend doing mock interviews with friends or using online platforms. The more comfortable you are, the better you'll perform when it counts!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Technical Support Analyst in Harrogate
Some tips for your application 🫡
Show Your Enthusiasm: Let your passion for technology shine through in your application. We want to see that you're not just ticking boxes but genuinely excited about the role and eager to learn more about complex technical subjects.
Tailor Your CV: Make sure your CV highlights relevant experience, especially if you've worked in 1st or 2nd Line support before. We love seeing how your skills align with what we're looking for, so don’t be shy about showcasing your tech knowledge!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re the perfect fit for this role. Share specific examples of how you've solved problems or communicated effectively with customers—this is your chance to stand out!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands, and we can’t wait to see what you bring to the table!
How to prepare for a job interview at Patriot Home Funding, Inc.
✨Know Your Tech Basics
Brush up on your foundational technical knowledge, especially around the technologies mentioned in the job description like Cisco, VoIP, and SD-WAN. Being able to discuss these topics confidently will show your enthusiasm and readiness to learn.
✨Showcase Problem-Solving Skills
Prepare examples of how you've tackled technical issues in the past. Think about specific scenarios where you identified a problem, took ownership, and resolved it. This will demonstrate your proactive approach and ability to manage faults effectively.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since customer communication is key in this role, being able to explain complex technical concepts in simple terms will be a huge plus. Consider doing mock interviews with friends or family to refine your communication skills.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s technology stack and the team dynamics. This shows your genuine interest in the role and helps you assess if it's the right fit for you. Questions about training opportunities or career progression can also highlight your eagerness to grow.
