Junior/Graduate Technical Support Analyst (Networking) x 3 - New Roles (REF09)

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.

Exposure to/experience of the following would be highly advantageous:

• 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)

• 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.

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