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Technical Support Analyst


A managed service provider with a rich end-to-end solution portfolio covering the spectrum of Connectivity, Cloud and Collaboration, designed and delivered by their own highly skilled teams from their privately owned, UK based multi-million-pound infrastructure.


My client is looking for a bright, enthusiastic Technical Support Analyst to join their 2nd Line Technical Support team based in Harrogate. The successful candidate will be able to demonstrate a good all-around technical understanding along with the enthusiasm for learning.

The Technical Support Team are responsible for logging and resolving all customer phone calls and emails out of hours. During office hours this task will be undertaken by the Service Desk.

The Technical Support Analyst will be required to keep the Customer aware of the status of the call as it progresses and contact the Customers to ensure they are happy for the call to be closed once it has been resolved.


Key responsibilities in this are Technical Support, Supplier Management, Monitoring and Customer Communication. Duties will include, but are not restricted to the following:

  • Working as part of a large team of technical engineers, liaising with colleagues from all areas of the business to provide high-quality technical support to our customer base.
  • Monitoring and managing faults through to resolution on a range of technologies including (but not limited to):
  • Broadband technologies – ADSL / FTTC
  • Cisco Networking – Routers / Switches / Firewalls
  • Wireless technologies – Aruba / Meraki / 3G
  • VoIP telephony solutions – Polycom / Cisco
  • Device / Environmental monitoring platforms
  • Virtualisation and Storage technologies
  • Application and Server technologies – AD / Exchange / Citrix
  • Data Centre environments


To be considered for this role you must have completed or be able to demonstrate an understanding of any of the following certifications:

  • Cisco CCNA
  • Microsoft MCITP / MCSE
  • VMware VCA / VCP
  • TIL Foundation (awareness essential)


The Company’s standard hours are 9.00am to 5.30pm with 1 for lunch. However, due to the nature of the role, you will be working a shift rotation pattern accordingly: Day shift x2 (7.00 am to 7.00 pm), Nightshift x2 (7.00 pm to 7.00 am) and a subsequent 4 day rest period.

If this is of interest to you, please get in touch with Fluke on 0208 246 6077 or email your up to date CV to

Internal Sales Executive

Apply to this advert or contact me on or call on 02082 466 095



My client is a leading managed service provider with a rich end-to-end solution portfolio covering the spectrum of Connectivity, Cloud and Collaboration, designed and delivered by our own highly skilled teams from our privately owned, UK based multi-million pound infrastructure.

They have annualised revenues in excess of £100million, more than 500 highly skilled employees serving over 2000 customers across the UK.

With the IT landscape in constant evolution, they are built around today’s modern IT challenges offering application, collaboration, infrastructure, network and IT security services.



The role requires the Internal Sales Executive to maintain and develop existing and new customer relationships by telephone, to ensure orders / contracts are renewed. The company will provide the necessary product knowledge as part of an ongoing training and support programme.


Duties will include, but are not restricted to the following –

–  Developing existing and new business relationships, either from leads generated personally or by the Marketing team, primarily by being proactive in relation to follow up telephone calls

–   Building and maintaining a contact base of customer contacts

–   Profiling customers to understand who makes decisions on contract renewals and what other opportunities there could be for Products and Services

–   Preparing configurations/quotes for customers and processing/progressing orders

–   Working to achieve both individual and team targets (agreed) within budgetary constraints

–   Producing sales forecast reports and statistics, as required by your manager

–   Managing the accounts internally

–   Assisting with customer queries and problems

–   Liaising with all appropriate contacts both internally and externally to ensure that negotiations/deals progress smoothly.

–   Keeping abreast of all new technologies and services

–   Adhering to procedures and completing necessary documentation

–    Hosting customers and visiting customers as and when required

–    Carrying out general administration duties: inputting orders, spreadsheets etc as required


–  Maintain a minimum level of outbound calls per day (to be monitored via a call stat system)

–  Record and maintain all customer contacts and account information on the specific databases and ensure these are kept updated at all times

–  Ensure monthly and annual sales targets are achieved with corrective action taken if targets missed

–  Keep Product Matrix updated

–  Ensure Renewals are kept up to date

–  Support business plans for top accounts giving clear deliverables over specific timescales

–  Adherence to certification standards:

o     Compliance with policies and procedures

o     Handling and protection of information

o     Reporting of security events

o     Implementing appropriate policies and procedures



The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving high standards and has an ambition to progress into external sales.

They will also preferably have the following skills, attributes and experience:

–    Target Orientated

–    Must be a strong team player

–    Highly motivated, with a pro-active approach to their workload

–    Be able to work on their own initiative

–    Intelligent and keen to learn new skills

–    Enthusiastic with a confident personality

–    Has an understanding of the sales process and the importance of customers

–    A fast learner, with an interest in and the ability to learn about Managed Services and Solutions; with the capability to keep this knowledge up to date going forward and to develop and build on this in the future as required


–  Excellent communication skills, both written and verbal, in order to be able to liaise with internal contacts at all levels

–  Effective use of the telephone and Microsoft Office packages – including email, word, excel, PowerPoint etc.

–  Ability to work under pressure

–  Good attention to detail

–  Good sense of humour



The Company’s standard working hours are Monday to Friday 9.00 until 5:30pm with one hour for lunch.


Apply to this advert or contact me on or call on 02082 466 095