IT Technical Support Advisor 2nd/3rd Line

Company

Focus Group

Location

United Kingdom

Posted At

8/29/2025

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Description

IT Technical Support Advisor 2nd/3rd Line

Location: Home based along the M4 corridor area or south.

Travel: Occasional travel to our offices or client sites required.

Salary: Up to £33,000 plus overtime / on call / benefits

Are you an experienced IT Support professional ready to make an impact? Do you enjoy problem-solving, working with the latest technologies, and delivering outstanding service to customers? If so, this could be the opportunity you've been looking for.

At Focus Group, we pride ourselves on delivering exceptional customer experiences. As part of our Platinum MSP Team, you'll provide high-quality 2nd/3rd line IT support across a wide range of technologies, while ensuring our customers always remain at the heart of what we do.

What you'll be doing

Providing 2nd/3rd line support across Office 365, Windows Server, Desktop Support, Azure Virtual Desktop, and MS Teams.
Responding to queries via phone, email, portal, and live chat, ensuring a prompt and professional resolution in line with SLAs.
Taking ownership of cases through to resolution, including managing escalations and liaising with third parties.
Supporting client onboarding and transitions to our Platinum MSP model.
Assisting Senior Engineers with root cause analysis, problem management, and service improvements.
Maintaining accurate records, clear communication, and a focus on delivering a consistently excellent customer experience.

What we're looking for

At least two years' experience in an IT Support role at 2nd/3rd line level.
Strong knowledge of Windows 10/11, Office 365, Active Directory, Exchange, Group Policy, DNS, Backup solutions (Veeam & Acronis), and virtualisation (Hyper-V/VMware).
Experience supporting Windows Server (2016+), SANs, Intune, and MDM applications.
Excellent communication skills and the ability to build rapport with customers.
A proactive and methodical problem-solver who thrives in a team environment.

It's a bonus if you also have experience with: MacOS, Linux, Android, Firewalls, Networking, or Wireless solutions.

Why join us?

You'll be part of a multi-skilled, collaborative team where knowledge-sharing and professional growth are encouraged. With opportunities to develop cross-skills in Networking and Telco, you'll be supported to expand your expertise while delivering real value to our customers.

Ready to take the next step?
If you're passionate about IT, customer service, and problem-solving, we'd love to hear from you. Apply now and join a team that puts the customer first.