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Technical Support Analyst

Annual Salary: £21k + 15% shift allowance
Area:
Job REF: D1748
Published Date: 04-03-2019

THE COMPANY

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.

JOB DESCRIPTION

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:

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

TECHNICAL CERTIFICATIONS

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)

HOURS OF WORK

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 fluke@domerecruitment.com.