2Nd Line Tech Support Analyst

Morson Edge; Knox; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading telecommunications firm is seeking a 2nd Line Technical Support Analyst in Harrogate. This position involves troubleshooting complex issues and managing technical communications with customers, making it ideal for those eager to advance in IT and telecommunications. Ideal candidates will possess a foundational technical mindset and strong customer service skills. This role offers a hybrid working model with core hours from Monday to Friday, providing an excellent path for career development and professional certification opportunities.

Qualifications

• Foundational technical mindset and enthusiasm to learn complex subjects.
• Prior experience in a 1st or 2nd Line technical support role preferred.
• High attention to detail and strong communication skills.

Responsibilities

• Troubleshoot and resolve complex technical issues for customers.
• Deepen knowledge of various vendor technologies.
• Manage faults and ensure resolutions within contractual SLAs.
• Provide high-quality customer communication throughout the support process.
• Proactively monitor systems and resolve issues.

Skills

Foundational technical mindset

Excellent verbal and written communication

Attention to detail

Commitment to customer service excellence

Tools

Cisco

Meraki

Fortinet

Broadworks SIP Telephony

VPN solutions

Job description

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

• Infrastructure Category Technologies: 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.

Desirable: 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.