Technical Support Specialist

1 week ago


Harrogate, United Kingdom InterQuest Group Full time

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)



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