Junior​/Graduate Technical Support Analyst x

Junior/Graduate Technical Support Analyst x 3 - New Roles (REF
07)

£27,500 (rising to £30,000) plus excellent benefits. 2 days on site.

A leading organisation requires a number of Junior/Graduate Technical Support Analysts to join its growing support function. This is an excellent opportunity to join an organisation willing to invest in your growth and development.

Suitable candidates will have the following:

• Essential: A technical mindset, enthusiasm, and a desire to learn complex technical subjects quickly.
• Desirable:
  Prior experience in a 1st or 2nd Line technical support role is a major advantage.
• 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.

Any exposure to/experience of the following would be useful:

• 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)

Please send CV for full job description and an informal chat.