About this role
Salary: £38,000 - 78,000 per year
Requirements: Previous experience in a 1st Line Support, Service Desk or Technical Support roleA strong understanding of networking fundamentals, including routing, switching, TCP/IP and connectivity troubleshootingExperience using ITSM/ticketing systems in an SLA-driven environmentStrong customer service and communication skillsA networking certification such as Cisco CCNA, CompTIA Network+ or Juniper JNCIA, or currently working towards oneDesirable: ITIL FoundationDesirable: Experience within a Managed Service Provider (MSP) environmentDesirable: Exposure to Cisco, Juniper, Fortinet or Palo Alto technologiesDesirable: Experience with network monitoring and alerting tools Responsibilities: Act as the first point of contact for technical incidents and service requestsLog, prioritise and manage tickets through an ITSM platform, ensuring SLA targets are metTroubleshoot network, connectivity, hardware and software issues, resolving incidents where possible or escalating to 2nd Line SupportMonitor customer environments using network monitoring tools and respond proactively to alertsPerform routine maintenance, updates and health checks across managed environmentsMaintain clear technical documentation, knowledge articles and ticket recordsFollow security best practices and identify potential risks or compliance issues Technologies: CiscoHardwareSupportITILITSMNetworkSecurityTCP/IP More:
We are a leading managed services provider and are looking for a Destop Support Analyst to join our growing support team. This is a predominantly remote role with occasional travel to customer sites across the Manchester and Liverpool area, making it ideal for candidates based in the North West. We offer an on-call allowance, remote working with occasional customer site visits, ongoing training and certification support, and clear career progression into 2nd Line Network Support.
last updated 33 week of 2026