Junior/Graduate Technical Support Analyst (Networking) x 3 - New Roles (REF09)

RedRock Resourcing; Harrogate; On-site; GBP 27,500 - 30,000; Full time

Benefits offered by this job

Excellent benefits

Job summary

A leading organisation in Harrogate is looking for Junior/Graduate Technical Support Analysts. This role involves troubleshooting and resolving complex technical issues and offers a salary of £27,500, rising to £30,000 with excellent benefits. Candidates should possess a technical mindset, strong communication skills, and a passion for learning. Prior experience in support roles is advantageous but not mandatory, while certifications like Cisco CCNA or ITIL Foundation are highly valued. This position includes on-site duties for 2 days per week.

Qualifications

• Essential: A technical mindset, enthusiasm, and a desire to learn complex technical subjects quickly.
• Desirable: Prior experience in a 1st or 2nd Line technical support role is a major advantage.
• Certifications: Cisco CCNA, SIP School SSCA, or ITIL Foundation awareness.

Responsibilities

• Be the primary technical resource for customers, troubleshooting and resolving complex issues.
• Deepen your knowledge across a massive range of vendor technologies.
• Own the end-to-end resolution process, managing faults within SLAs.
• Provide proactive, high-quality customer communication.
• Take ownership of our monitoring platforms, resolving issues proactively.

Skills

Technical mindset

Excellent verbal and written communication skills

Attention to detail

Customer service excellence

Tools

Cisco

Fortinet

SIP

Job description

Junior/Graduate Technical Support Analyst (Networking) x 3 - New Roles (REF09)

£27,500 (rising to £30,000) plus excellent benefits. 2 days on site.

Keywords: Netwroking, SIP, Cisco, Fortinet, WAN, Telephony, ITIL

A leading organisation requires a number of Junior/Graduate Technical Support Analysts to join its growing support function. This is an excellent opportunity to join an organisation willing to invest in your growth and development.

Suitable candidates will have the folloiwng:

• Essential: A technical mindset, enthusiasm, and a 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 you will be supported to achieve these): Cisco CCNA, SIP School SSCA, or ITIL Foundation awareness.

This is a dynamic, high-impact role focused on delivering exceptional quality. Your core mission is to manage technical faults from initial identification right through to resolution. Duties will include:

• 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.

Exposure to/experience of the following would be highly advantageous:

• 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)

Please send CV for full job description and an informal chat.