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We're Hiring - Technical Support Advisor 2nd Line IT
Salary - up to £35,000 (DOE)
Location - Shoreham-by-Sea
Key Benefits{{:}}
- Generous Holidays{{:}} Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthd
a- y Give Back{{:}} Enjoy paid volunteering days to support causes you care ab
o- ut Referral Rewards{{:}} Benefit from our Refer a Friend scheme and earn money for bringing great talent to our
t- eam Social Events{{:}} Join in on regular social events and connect with your colleagues in a fun and relaxed enviro
n
ment About Us
{{:}}Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the ind
ustry.Job Purpos
e{{:}}Working as a Technical Support Advisor 2nd Line IT, you'll provide a first-class service to Focus Group customers through handling of 2nd line service queries as part of our Managed Services team. You'll provide advanced technical support and issue reso
lution.Key Responsibilitie
s- {{:}} Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority
- order. Be available for overflow calls from the 1st line team and as a minimum, to meet any agreed personal call t
a- rgets. Diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress. Be able to identify when a case cannot be fixed remotely and route straight into Field Allocation for a site
- visit. Troubleshoot hardware and software pr
o- blems. Configure applications and s
y- stems. Drive outbound calling to resolve cases in a timely manner and avoid delays where
p- ossible Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA r
e
maining Skills & Experien
c- e{{:}} Experience in a customer facing technical suppo
r- t role. In depth understanding of system, applications and network infrastructure - may have specialist knowledge in some areas and confident to troubleshoot/configure/
i- nstall. Experience with remote desktop suppor
t- tools. Skilled in using technical expertise to solve customer issues. Able to effectively gather relevant information and communicate technical resolutions and updates to cu
s- tomers. Experience of overcoming technical challenges and benefits from this experience in analysing and solving customer
- issues. Knowledge of ITIL framework and best pr
a- ctices. Able to assess when it's appropriate to escalate an issue to 3rd line in order to ensure a good customer e
x
perience Nice to h
- ave{{:}} Industry certifications such as MCITP, CompTI
A
Network+ At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we're her
e to help.Ready to make a real impact?
Apply now!
