Job Description

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 aren't just looking for experts; we are looking for driven problem-solvers who have the 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.
What You Will Achieve (Key Responsibilities)
This is a dynamic, high-impact role focused on delivering exceptional quality of service and expertise. Your core mission is to manage technical faults from initial identification right through to resolution.
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.
The Cutting-Edge Tech Stack You'll Be Working With
We don't expect you to be an expert in everything on day one, but this is the diverse range of industry-leading technologies you will be exposed to and trained on: Infrastructure Category Technologies (Including but not limited to)
Data & Core Networking Cisco, Meraki, Fortinet, Huawei, OneAccess
Voice & Collaboration Broadworks SIP Telephony, Polycom, Cisco WebEx, Teams
WAN/Connectivity Routing (BGP/MPLS), ADSL, FTTC, FTTP, SOGEA, Cellular Networking (Digi / Teltonika)
Security & Access Firewalls (Cisco/Fortinet/Meraki), VPN, 2FA solutions (Safenet / MobilePass / Fortinet Authenticator)
Cloud Environment Device / Environmental monitoring platforms, Data Centre environments
What We Look For (Skills & Attitude)
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 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 we will support you to achieve these): Cisco CCNA, SIP School SSCA, or ITIL Foundation awareness.
Hours & Location
Location: Our 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: You 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!

Skills Required