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Technical Support Shift LeaderLocation: HarrogateSalary: £35,000 This role operates on a rolling continental shift pattern: 2 x Day shifts: 7:00am – 7:00pm 2 x Night shifts: 7:00pm – 7:00am Followed by 4 days off Are you a technically strong support professional ready to take the next step into leadership? Elevation Recruitment Group are looking for a driven and enthusiastic Technical Support Shift Leader to join a busy 2nd Line support environment in Harrogate. This is an exciting opportunity for someone who combines solid technical knowledge with natural leadership ability and a passion for developing others. Working within a 24x7 support operation, you’ll lead a team of engineers, ensuring high-quality service delivery, effective fault resolution, and a culture focused on continuous improvement. As Technical Support Shift Leader, you will: • Lead and motivate a team of up to 13 engineers during core hours and up to 2 engineers out of hours, • Monitor and manage technical faults through to resolution, • Drive a “permanent fix” culture and continual service improvement, • Handle escalations and ensure adherence to contractual SLAs, • Provide technical leadership across support tiers, • Contribute to best practice documentation and internal training The Technical Support Shift Leader will have an understanding and willingness to expand to expand their technical knowledge in: • Broadband technologies (ADSL, FTTC, FTTP, SOGEA), • LAN, WAN & SD-WAN networking, • Firewalls and security solutions, • Routing, BGP, MPLS, • WLAN and cellular networking, • VoIP and SIP telephony platforms, • CCNA, • SIP School SSCA

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 operate within a 24 x 7 shift environment, the role will require you to work a continental shift pattern, providing high quality service to our customer base. Monitoring and managing faults through to resolution. Key responsibilities 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 Preferred skills/knowledge 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 / OneAccess 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 WebEx / Teams VPN / Authentication 2FA solutions - Safenet / MobilePass / Fortinet Authenticator Competencies Strong leadership skills Strong communicator and listener to translate technical jargon to stakeholders Excellent organizational and workload analysis skills Professional written and verbal communication skills Excellent customer service skills Ability to work under pressure Creative problem solving Integrity Technical certifications (desirable but not essential) Cisco CCNA SIP School SSCA ITIL Foundation (awareness essential) HOURS OF WORK Due to the nature of this role, you will be required to work a rolling continental shift pattern based on the following hours: X 2 day shifts from 7.00am to 7.00pm X 2 night shifts from 7.00pm to 7.00am 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. TPBN1_UKTJ

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