Technical Support Shift Leader

Background to the Role

Redcentric are looking for a bright, enthusiastic individual to join our 2nd Line Technical Support team based in Harrogate. Whilst a technical mind‑set is required for the role we are also very interested in people who have the desire to learn and want the opportunity to develop and progress their technical career alongside providing a high level of support to our customers.

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

Working as part of a team that operates within a 24x7 shift environment, the role will require you to work a continental shift pattern, providing high quality service to our customer base and monitoring and managing faults through to resolution.

Key responsibilities include but are not restricted to the following:

• 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
• Adhering to contractual SLAs

Whilst we don't expect you to be an expert in all these areas, an understanding and willingness to expand your technical knowledge in these areas is a must. Range of technologies including (but not limited to):

• Broadband technologies – ADSL / FTTC / FTTP / SOGEA
• LAN Networking – Cisco / Meraki
• Firewalls – Cisco / Fortinet / Meraki
• WAN Networking – Cisco / Huawei / One Access
• SD‑Wan – Meraki / Fortinet
• WLAN Networking – Meraki / Aruba
• Cellular Networking – 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
• Excellent customer service skills
• Ability to work under pressure
• Creative problem solving
• Integrity

• Cisco CCNA
• SIP School SSCA
• ITIL Foundation (awareness essential)

Due to the nature of this role, you will be required to work a rolling continental shift pattern based on the following hours:

• 2 day shifts from 07:00 am to 07:00 pm
• 2 night shifts from 07:00 pm to 07:00 am

The above shift pattern would be followed by a 4 day rest period. Due to the nature of a support role, there may be occasions where cover would be required for holidays / sickness.