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- Tasks: Provide 2nd line technical support and resolve client issues efficiently.
- Company: Join a leading Managed Services Provider with rapid growth and exciting opportunities.
- Benefits: Enjoy hybrid work, competitive salary up to £30k, and career progression.
- Why this job: Be part of a motivated team, enhance your tech skills, and make an impact.
- Qualifications: Experience in 1st/2nd line support, Cisco knowledge, and VoIP understanding preferred.
- Other info: Work hours are Monday to Thursday 9am-5:30pm and Friday 9am-3:30pm.
The predicted salary is between 21600 - 36000 £ per year.
2nd Line Technical Support Analyst
Hybrid role – 2 days per week on site, 3 days WFH
A hugely exciting opportunity has arisen with a leading Managed Services Provider offering significant opportunity for progressing your career.
This client has rapidly expanded from acquisition and organic growth, and they are now seeking an ambitious technical support analyst to join their 2nd line technical support team. They specialise in providing Cloud, Connectivity, UC & Collaboration services to a vast range of Enterprise scale businesses.
You will be a part of a motivated and experienced technical team; this role will require you to provide a high level of IT support for several clients where service is a priority. You must have excellent communication and relationship building skills with the ability to resolve technical issues inline with agreed SLAs.
Role Responsibilities
- Offer a high level of support to a variety of clients, assisting with 2nd line technical issues
- Ensure incidents are resolved in line with SLAs
- Escalate any unresolved issues to 3rd Line support
- Ensure internal documentation is developed and maintained
- Develop technical knowledge, have a desire to learn and progress your technical career. Eventually taking on further responsibilities
Role Requirements
- Experience in a 1st/2nd line technical support role
- Cisco Networking knowledge
- Some knowledge of switches, routers and firewalls
- An understanding of VoIP telephony solutions
- Knowledge of virtualisation or storage solutions would be beneficial, but not a must have
- Knowledge around server technologies
- AD / Entra ID, Exchange OR Citrix experience would be beneficial
- Ideally previous experience working in an MSP environment although certainly not a requirement
In return, our client is offering a competitive basic of up to £30k DoE + benefits.
Hours Of Work
Monday to Thursday 9am-5:30pm
Friday 9am-3:30pm
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Network Support Analyst employer: The Thought Exchange, LLC Center for Personal Achievement
Contact Detail:
The Thought Exchange, LLC Center for Personal Achievement Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Network Support Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Cisco networking and VoIP telephony solutions. Having a solid understanding of these areas will not only boost your confidence but also demonstrate your commitment to the role during any discussions.
✨Tip Number 2
Network with professionals already working in Managed Services Providers (MSPs). Engaging with them on platforms like LinkedIn can provide you with insights into the company culture and expectations, which can be invaluable when preparing for interviews.
✨Tip Number 3
Prepare to discuss real-life scenarios where you've successfully resolved technical issues. Being able to articulate your problem-solving process and how you meet SLAs will set you apart from other candidates.
✨Tip Number 4
Show your eagerness to learn and grow within the role. Highlight any relevant courses or certifications you've pursued, especially those related to networking or IT support, as this will signal your ambition to progress in your technical career.
We think you need these skills to ace Network Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 1st/2nd line technical support roles. Emphasise any specific skills related to Cisco networking, VoIP solutions, and your familiarity with switches, routers, and firewalls.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your desire to learn and progress in your technical career, and provide examples of how you've successfully resolved technical issues in the past.
Showcase Communication Skills: Since excellent communication and relationship-building skills are crucial for this role, include examples in your application that demonstrate your ability to communicate effectively with clients and colleagues.
Highlight Relevant Certifications: If you have any certifications related to networking or IT support, be sure to mention them in your application. This can set you apart from other candidates and show your commitment to professional development.
How to prepare for a job interview at The Thought Exchange, LLC Center for Personal Achievement
✨Showcase Your Technical Skills
Make sure to highlight your experience with Cisco networking, switches, routers, and firewalls during the interview. Be prepared to discuss specific scenarios where you've successfully resolved technical issues, as this will demonstrate your capability in a 2nd line support role.
✨Emphasise Communication Skills
Since this role requires excellent communication and relationship-building skills, be ready to provide examples of how you've effectively communicated with clients or team members in the past. This could include resolving conflicts or explaining complex technical issues in simple terms.
✨Demonstrate a Willingness to Learn
Express your eagerness to develop your technical knowledge and take on further responsibilities. Mention any relevant courses or certifications you are pursuing or plan to pursue, as this shows your commitment to career progression within the technical support field.
✨Understand the Company’s Services
Research the Managed Services Provider and their offerings, particularly in Cloud, Connectivity, UC & Collaboration services. Being knowledgeable about their services will allow you to tailor your responses and show genuine interest in the company during the interview.
