Junior Network Support Analysts/Engineer - Cisco - Harrogate

RedRock Resourcing; Harrogate; On-site; GBP 28,000 - 30,000; Full time

Job summary

RedRock Resourcing is seeking a Junior/Graduate Network Support Analyst/Engineer in Harrogate. The role targets rapid growth and development within a busy network support function, offering a structured path to gain expertise in SD-WAN, VoIP, and data centre environments.

You will handle front-line fault resolution, work with vendors and internal teams, and communicate clearly with customers while ensuring SLAs are met. A weekend shift pattern or after-hours cover may apply as part of the role.

Qualifications

• Must have a technical mindset with a desire to learn complex networking topics quickly.

Responsibilities

• Front-Line Resolution: troubleshoot and resolve complex issues via phone and email.

Skills

Technical mindset

Enthusiasm to learn

Customer service

Verbal communication

Written communication

1st/2nd line support experience

Education

Cisco CCNA

SIP School SSCA

ITIL Foundation awareness

Tools

Cisco equipment

Meraki

Fortinet

Huawei

OneAccess

Broadworks SIP Telephony

Polycom

Cisco WebEx

Teams

Job description

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

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

A leading organisation requires Junior/Graduate Network Support Analysts/Engineers 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 folloiwng:

• Essential: A technical mindset, enthusiasm, and a desire to learn complex technical (networking) subjects quickly.
• Desirable: Prior experience in a 1st or 2nd Line network support role is highly beneficial.
• 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 note, this role is based in Harrogate and there is a requirement to visit site on a weekly basis.