Job Description
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)