2nd Line Tech Support Analyst

4 days ago

Harrogate, United Kingdom Morson Edge Full time

Job DescriptionAre you an enthusiastic individual with a foundational technical mindset, eager to fast-track your career in IT and telecommunications?We are seeking a bright and proactive 2nd Line Technical Support Analyst to join our dedicated team in Harrogate. This role is your opportunity to move beyond the basics-you will be the essential link between our customers and complex technical resolution, managing faults across an incredible breadth of modern infrastructure.We arent just looking for experts we are looking for driven problem-solvers who have the desire to learn, grow, and take ownership. If you want a clear path to becoming a certified network or voice specialist, this is where you start.What You Will Achieve (Key Responsibilities)This is a dynamic, high-impact role focused on delivering exceptional quality of service and expertise. Your core mission is to manage technical faults from initial identification right through to resolution.Front-Line Resolution: Be the primary technical resource for customers, troubleshooting and resolving complex issues via phone and email outside of core business hours, acting as a crucial technical escalation point.Breadth of Technology Mastery: Deepen your knowledge across a massive range of vendor technologies, including the latest in SD-WAN, VoIP, and Data Centre environments.Supplier & Incident Management: Own the end-to-end resolution process, liaising with internal engineering teams and external suppliers to manage faults within contractual SLAs.Customer Communication Champion: Provide proactive, high-quality customer communication, ensuring transparency and satisfaction from the moment a fault is logged until it is happily closed.System Monitoring: Take ownership of our monitoring platforms, proactively identifying and resolving issues before they impact the customer.The Cutting-Edge Tech Stack You'll Be Working WithWe don't expect you to be an expert in everything on day one, but this is the diverse range of industry-leading technologies you will be exposed to and trained on:Infrastructure Category Technologies (Including but not limited to)Data & Core Networking Cisco, Meraki, Fortinet, Huawei, OneAccessVoice & Collaboration Broadworks SIP Telephony, Polycom, Cisco WebEx, TeamsWAN/Connectivity Routing (BGP/MPLS), ADSL, FTTC, FTTP, SOGEA, Cellular Networking (Digi/Teltonika)Security & Access Firewalls (Cisco/Fortinet/Meraki), VPN, 2FA solutions (Safenet/MobilePass/Fortinet Authenticator)Cloud Environment Device/Environmental monitoring platforms, Data Centre environmentsWhat We Look For (Skills & Attitude)Essential: A foundational technical mindset, genuine enthusiasm, and a proven desire to learn complex technical subjects quickly.Desirable: Prior experience in a 1st or 2nd Line technical support role is a major advantage.Soft Skills: Excellent verbal and written communication skills, exceptional attention to detail, and a commitment to customer service excellence.Certifications (Highly Valued, but we will support you to achieve these): Cisco CCNA, SIP School SSCA, or ITIL Foundation awareness.Hours & LocationLocation: Our modern office in Harrogate. Hybrid workingCore Hours: Monday to Thursday - 9:00 AM to 5:30 PM, Friday - 9:00 AM to 3:30 PM.

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