Technical Support Analyst

Are you an enthusiastic individual with a foundational technical mindset, eager to fast-track your career in IT and telecommunications?

Redcentric is seeking a bright and proactive 2nd Line Technical Support Analyst to join our dedicated team in Harrogate. This role is your opportunity to move beyond the basics—you will be the essential link between our customers and complex technical resolution, managing faults across an incredible breadth of modern infrastructure.

We don't just look for experts; we are looking for driven problem-solvers who desire to learn, grow, and take ownership. If you want a clear path to becoming a certified network or voice specialist, this is where you start.

• 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.

• Infrastructure Category:
  Data & Core Networking
  • Cisco, Meraki, Fortinet, Huawei, One Access
• Voice & Collaboration
  • Broadworks SIP Telephony, Polycom, Cisco Web Ex, Teams
• WAN/Connectivity
  • Routing (BGP/MPLS), ADSL, FTTC, FTTP, SOGEA, Cellular Networking (Digi / Teltonika)
• Security & Access
  • Firewalls (Cisco/Fortinet/Meraki), VPN, 2FA solutions (Safenet / Mobile Pass / Fortinet Authenticator)
• Cloud Environment
  • Device / Environmental monitoring platforms, Data Centre environments

• Essential: A foundational technical mindset, genuine enthusiasm, and a proven desire to learn complex technical subjects quickly.
• Desirable:
  Prior experience in a 1st or 2nd Line technical support role.
• Soft Skills:
  
  Excellent verbal and written communication skills, exceptional attention to detail, and a commitment to customer service excellence.
• Certifications (Highly Valued, but we will support you to achieve these):
  Cisco CCNA, SIP School SSCA, ITIL Foundation awareness.

• Location:
  
  Modern office in Harrogate, hybrid working.
• Core
  
  Hours:
  
  Monday to Thursday – 9:00 AM to 5:30 PM;
  Friday – 9:00 AM to 3:30 PM.
• Shift Environment:
  Must be willing to work as part of a team that provides 24x7 coverage on a rotational basis (details of the shift pattern and compensation will be discussed at the interview).

Ready to launch your technical career and become a multi-faceted infrastructure specialist? Apply now!