2nd line Technical Support
2nd Line Technical SupportHarrogate - Hybrid working£27,500 - £30,000 Working Hours - This role operates on a continental shift pattern:
- 2 x Day shifts: 7:00am – 7:00pm
- 2 x Night shifts: 7:00pm – 7:00am
- Followed by 4 days off
We’re working with a leading UK-based technology services provider seeking a bright, enthusiastic person to join their 2nd Line Technical Support team based in Harrogate.
Key Responsibilities- Provide 2nd line technical support across multiple technologies
- Monitor systems and proactively manage faults through to resolution
- Liaise with third-party suppliers and internal teams
- Ensure clear and timely communication with customers
- Log, track, and update incidents via phone and email (especially out of hours)
- Adhere to contractual SLAs and operational processes
- Confirm customer satisfaction before closing tickets
You don’t need to be an expert in everything - but a solid foundation and willingness to learn is essential.
- Broadband: ADSL, FTTC, FTTP, SOGEA
- LAN/WAN Networking: Cisco, Meraki, Huawei, OneAccess
- Firewalls & Security: Cisco, Fortinet, Meraki
- SD-WAN & VPNs: Fortinet, Meraki, 2FA solutions
- Wireless Networking: Meraki, Aruba
- Cellular Networking: Digi, Teltonika
- Routing Protocols: BGP, MPLS
- VoIP & Telephony: SIP, Broadworks, Polycom, WebEx, Teams
- Monitoring & Data Centre Technologies
- A strong interest in IT and networking technologies
- Excellent problem-solving and communication skills
- A proactive attitude and willingness to learn
- Ability to work effectively in a shift-based team environment
- Understanding of ITIL principles (essential awareness)
- CCNA
- SSCA (SIP School)
- ITIL Foundation
- Strong career development and progression opportunities
- Exposure to a wide range of enterprise technologies
- Supportive team environment with ongoing learning
- Hands-on experience in a real-world, high-impact support function
If you’re ready to take the next step in your technical support career and want to work in an environment where growth and development are encouraged, we’d love to hear from you.