Technical Support Analyst

DIVISION: OPERATIONS – TECHNICAL SUPPORT

JOB LOCATION: HARROGATE

REPORTS TO: TECHNICAL SUPPORT TEAM LEADER

Redcentric are looking for a bright, enthusiastic individual to join our 2nd Line Technical Support team based in Harrogate. Whilst a technical mind‑set is required for the role we are also very interested in people who have the desire to learn and want the opportunity to develop and progress their technical career.

Key responsibilities in this are Technical Support, Supplier Management, Monitoring and Customer Communication.

Working as part of a team that operate within a 24 x 7 shift environment, the role will require you to work a standard working hours pattern, providing high quality service to our customer base. Monitoring and managing faults through to resolution. Whilst we don’t expect you to be an expert in all these areas, an understanding and willingness to expand your technical knowledge in these areas is a must.

Range of technologies including (but not limited to):

• Broadband technologies - ADSL / FTTC / FTTP / SOGEA
• SD-Wan – Meraki / Fortinet
• WLAN Networking – Meraki / Aruba
• Routing / BGP / MPLS
• VoIP SIP Telephony solutions – Broadworks
• VoIP SIP Telephony handsets/clients - Polycom / Cisco / Cisco Web Ex / Teams
• VPN / Authentication 2FA solutions – Safenet / Mobile Pass / Fortinet Authenticator

Adhering to contractual SLAs, you will work as part of a large team of technical engineers liaising with colleagues from all areas of the business to provide resolutions for customers.

The Technical Support Analyst will be required to keep the Customer aware of the status of the call as it progresses and contact the Customer to ensure they are happy for the call to be closed once it has been resolved.