Technical Support Analyst

Myphf; Harrogate; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A leading telecommunications provider in Harrogate is looking for a proactive 2nd Line Technical Support Analyst to provide superior technical support and manage complex customer issues. You will work with cutting-edge technologies such as Cisco, VoIP, and SD-WAN while contributing to an excellent customer experience. The role offers hybrid working and core hours, as well as a supportive team environment geared towards your professional growth.

Qualifications

• Foundational technical mindset and eagerness to learn.
• Prior experience in a 1st or 2nd Line technical support role is preferred.
• Excellent verbal and written communication skills.

Responsibilities

• Be the primary technical resource for customers and manage complex issues.
• Deepen knowledge across a wide range of vendor technologies.
• Own the end-to-end resolution process and liaise with internal teams.
• Provide high-quality customer communication and transparency.
• Identify and resolve issues before they impact customers.

Tools

Cisco

VoIP

SD-WAN

Fortinet

Polycom

Job description

Are you an enthusiastic individual with a foundational technical mindset, eager to fast-track your career in IT and telecommunications?

Redcentric is 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 aren't 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)

• 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 With

We 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, OneAccess
• Voice & Collaboration: Broadworks SIP Telephony, Polycom, Cisco WebEx, Teams
• WAN/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 environments

What We Look For (Skills & Attitude)

• Essential: A foundational technical mindset, genuine enthusiasm, and a proven desire to learn complex technical subjects quickly.
• Des: 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 & Location

• Location: Our modern office in Harrogate. Hybrid working.
• Core Hours: Monday to Thursday - 9:00 AM to 5:30 PM, Friday - 9:00 AM to 3:30 PM.
• Shift Environment: You must be willing to work as part of a team that provides 24x7 coverage on a rotational basis (details of the shift pattern and compensation will be discussed at the interview).

Ready to launch your technical career and become a multi-faceted infrastructure specialist? Apply now!