Second Line Technical Support
2 weeks ago
Job Title: Second Line Technical Support
Salary Information:
The salary for this role is £29,750 per annum, with an additional 20% shift allowance.
Job Description:
This permanent position involves working within a 24 x 7 shift environment, following a continental shift pattern of 2 days, 2 nights, and 4 days off.
Key Responsibilities:
- Monitor and manage faults through to resolution
- Expand technical knowledge across a range of technologies
Skill Requirements:
- 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
Technical Skills:
- 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)
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