Second Line Technical Support

2 weeks ago


Harrogate, North Yorkshire, United Kingdom InterQuest Group Full time

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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