Technical Support Lead

Technical Support Shift Lead

Redcentric are looking for a bright, enthusiastic individual to join our 2nd Line Technical Support team based in Harrogate. A technical mind‑set is required, but we also value a desire to learn and progress your technical career whilst providing a high level of support to our customers.

Efficiency initiatives and continual service improvement are key to providing this. The successful candidate will act as a Shift Leader for a team of up to 13 engineers during standard working hours and up to 2 out of hours. You will demonstrate a good all‑round technical understanding along with the ability to lead a team.

• Manage and motivate a team of engineers, ensuring they strive towards customer satisfaction and speedy fault resolution
• Develop a good technical understanding of the business product set, contributing towards the continual improvement of new and existing products
• Offer technical leadership, define and document best practice to other support tiers by providing informal assistance & formal training
• Develop and train your peers, while maintaining internal training documentation
• Manage escalations and drive a permanent fix culture
• Adhere to contractual SLAs

• Broadband technologies – ADSL / FTTC / FTTP / SOGEA
• LAN networking – Cisco / Meraki
• Firewalls – Cisco / Fortinet / Meraki
• WAN – Cisco / Huawei / One Access
• SD‑Wan – Meraki / Fortinet
• WLAN – Meraki / Aruba
• Cellular – Digi / Teltonika
• Routing / BGP / MPLS
• VoIP SIP Telephony solutions – Broadworks
• VoIP SIP Telephony handsets/clients – Polycom / Cisco / Cisco Web Ex / Teams
• VPN / Authentication 2FA solutions – Safenet / Mobile Pass / Fortinet Authenticator

• Strong leadership skills
• Strong communicator and listener to translate technical jargon to stakeholders
• Excellent organisational and workload analysis skills
• Professional written and verbal communication skills