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)