Network Support Analyst

The Thought Exchange, LLC Center for Personal Achievement; Harrogate; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading Managed Services Provider in Harrogate is seeking a 2nd Line Technical Support Analyst. This hybrid role involves providing high-level IT support to clients, ensuring technical issues are resolved efficiently. The ideal candidate has experience in technical support, strong communication skills, and a desire to grow professionally.

Qualifications

• Experience in a 1st/2nd line technical support role.
• Cisco Networking knowledge required.
• Knowledge of VoIP telephony solutions is a plus.

Responsibilities

• Provide high-level support for 2nd line technical issues.
• Ensure incidents are resolved inline with SLAs.
• Escalate unresolved issues to 3rd Line support.

Skills

Communication

Problem-Solving

Job description

2nd Line Technical Support Analyst

Hybrid role - 2 days per week on site, 3 days WFH

A hugely exciting opportunity has arisen with a leading Managed Services Provider offering significant opportunity for progressing your career.

This client has rapidly expanded from acquisition and organic growth, and they are now seeking an ambitious technical support analyst to join their 2nd line technical support team. They specialise in providing Cloud, Connectivity, UC & Collaboration services to a vast range of Enterprise scale businesses.

You will be a part of a motivated and experienced technical team; this role will require you to provide a high level of IT support for several clients where service is a priority. You must have excellent communication and relationship building skills with the ability to resolve technical issues inline with agreed SLAs.

Role Responsibilities

• Offer a high level of support to a variety of clients, assisting with 2nd line technical issues
• Ensure incidents are resolved in line with SLAs
• Escalate any unresolved issues to 3rd Line support
• Ensure internal documentation is developed and maintained
• Develop technical knowledge, have a desire to learn and progress your technical career. Eventually taking on further responsibilities
  
  

Role Requirements

• Experience in a 1st/2nd line technical support role
• Cisco Networking knowledge
• Some knowledge of switches, routers and firewalls
• An understanding of VoIP telephony solutions
• Knowledge of virtualisation or storage solutions would be beneficial, but not a must have
• Knowledge around server technologies
• AD / Entra ID, Exchange OR Citrix experience would be beneficial
• Ideally previous experience working in an MSP environment although certainly not a requirement
  
  

In return, our client is offering a competitive basic of up to £30k DoE + benefits.

Hours Of Work

Monday to Thursday 9am-5:30pm

Friday 9am-3:30pm

LNKD1_UKTJ