Junior Network Support Analyst/Engineer x 2 - New Role

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

Job summary

RedRock Resourcing is seeking a Junior Network Support Analyst in Leeds to join their network support function. This role involves troubleshooting networking issues and providing exceptional customer service while continuously learning about various technologies.

The ideal candidate will have experience in a 1st or 2nd Line support role and excellent communication skills. This position offers a salary of £27,500, rising to £30,000, plus excellent benefits.

Qualifications

• Experience in a 1st or 2nd Line support role providing support on networking issues.
• Excellent verbal and written communication skills with attention to detail.
• Certifications such as CompTIA Network+ or CCNA would be advantageous.

Responsibilities

• Troubleshoot and resolve complex issues via phone and email.
• Deepen knowledge across various vendor technologies.
• Manage the end-to-end fault resolution process.
• Provide high-quality customer communication until issues are resolved.
• Proactively monitor systems to identify and resolve issues.

Skills

1st or 2nd Line support experience

Excellent communication skills

Customer service commitment

CompTIA Network+ or CCNA

Awareness of ITIL

Tools

Cisco

Fortinet

SIP Telephony

WAN technologies

Job description

£27,500 (rising to £30,000) plus excellent benefits.

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

A leading organisation requires a Junior Network Support Analysts/Engineer to join its growing network support function. This is an excellent opportunity to join an organisation willing to invest in your growth and development!

Suitable candidates will have the following:

• Experience in a 1st or 2nd Line support role providing support on networking issues.
• Excellent verbal and written communication skills coupled with exceptional attention to detail, and a commitment to customer service
• Any certifications (such as CompTIA Network+ or CCNA) would be advantageous as would an awareness of ITIL or ITIL foundation certificatiion.

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. Please note, this role is based in Harrogate and there is a requirement to visit site on a weekly basis.