Technical Support Specialist

2nd Line Technical Support Engineer Industry: Managed Service Provider Contract Type: Permanent Summary: We are seeking a dedicated and skilled 2nd Line Technical Support Engineer to join our customer based in Harrogate. This permanent role offers a competitive salary of £27,500 per annum, which will increase to £30,000 after the successful completion of a 6-month probation period. Additionally, there is a 20% shift allowance. The position requires working within a 24 x 7 shift environment, following a continental shift pattern of 2 days, 2 nights, and 4 days off (days 7am to 7pm / nights 7pm to 7am). As part of a team, you will be responsible for providing high-quality service to their external customer base, monitoring and managing faults through to resolution. While comprehensive expertise in all areas is not required, a strong understanding and willingness to expand technical knowledge across a range of technologies is essential. Skills: Experience in providing 1st/2nd Line IT support Excellent communication skills – both written and verbal Strong customer service skills Ability to manage and resolve incidents/requests Basic understanding of LAN/WAN networking and routing protocols Familiarity with firewall configuration and management Knowledge of VoIP SIP Telephony solutions and handsets/clients Experience with VPN and 2FA solutions Ability to work within a Data Centre environment Strong problem-solving skills Software/Tools: Broadband technologies: ADSL / FTTC / FTTP / SOGEA LAN Networking: Cisco / Meraki Firewalls: Cisco / Fortinet / Meraki WAN Networking: Cisco / Huawei / OneAccess SD-WAN: Meraki / Fortinet WLAN Networking: Meraki / Aruba Cellular Networking: Digi / Teltonika VoIP SIP Telephony: Broadworks, Polycom, Cisco, Cisco WebEx, Teams VPN / Authentication: Safenet, MobilePass, Fortinet Authenticator Device / Environmental monitoring platforms Certifications & Standards: Cisco CCNA (desirable) SIP School SSCA (desirable) ITIL Foundation (awareness essential)

Location: Harrogate, GB

Posted Date: 1/15/2025