2nd Line Technical Support EngineerIndustry: Managed Service ProviderContract Type: PermanentSummary: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 supportExcellent communication skills – both written and verbalStrong customer service skillsAbility to manage and resolve incidents/requestsBasic understanding of LAN/WAN networking and routing protocolsFamiliarity with firewall configuration and managementKnowledge of VoIP SIP Telephony solutions and handsets/clientsExperience with VPN and 2FA solutionsAbility to work within a Data Centre environmentStrong problem-solving skillsSoftware/Tools:Broadband technologies: ADSL / FTTC / FTTP / SOGEALAN Networking: Cisco / MerakiFirewalls: Cisco / Fortinet / MerakiWAN Networking: Cisco / Huawei / OneAccessSD-WAN: Meraki / FortinetWLAN Networking: Meraki / ArubaCellular Networking: Digi / TeltonikaVoIP SIP Telephony: Broadworks, Polycom, Cisco, Cisco WebEx, TeamsVPN / Authentication: Safenet, MobilePass, Fortinet AuthenticatorDevice / Environmental monitoring platformsCertifications & Standards:Cisco CCNA (desirable)SIP School SSCA (desirable)ITIL Foundation (awareness essential)