Technical Support Advisor 2nd Line IT

Job Title - Technical Support Adviser 2nd Line IT

Salary - up to £32,000 (DOE)

Location - Please note, this role is predominantly hybrid/remote with some requirement to be in office. Travel to various customer sites will also be required on occasion, around the M4 corridor and below.

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 industry.

We are now recruiting for a Technical Support Adviser 2nd Line IT. As part of the Platinum MSP Team, you'll provide 2nd and 3rd line support and exemplary customer service in the areas of IT, including Office 365, Windows Server, Desktop Support, MS Teams, Azure Virtual Desktop.

Principal Responsibilities

• Ensuring that the Customer is at the centre of everything that we do
• Responsible for handling incoming queries by receiving phone calls, emails, portal, and live chats. Responding to these within the agreed target time and meeting any agreed personal targets.
• To 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 arrange and manage suitable site visit.
• Take full responsibility for cases assigned to you, even when tasks have been allocated to alternative resources/teams, ensuring that an excellent Customer Experience is always maintained
• Talk to customers, by the most appropriate method to resolve cases in a timely manner and avoid delays where possible.
• Work with 3rd Parties to resolve cases where required
• Make sure that cases are managed in line with agreed SLAs and Senior Engineer input is sought, with sufficient SLA remaining

• Customer service focussed with an excellent telephone manner
• A demonstrable ability to follow process and build a reassuring rapport with customers.
• The ability to remain calm and composed when dealing with a difficult situation to establish confidence whilst an issue is resolved
• To quickly gather the right information from the customer, analyse the issue and take appropriate and timely action.
• Target focussed, and able to keep on top of all tasks and escalations whilst always assuring excellent customer service.
• Accurate numeracy, written and data entry skills.
• An analytical and methodical problem solver.

Please note, this role is predominately hybrid with some requirement to be in office. Occasional travel to various customer sites (South/South West areas) will also be required on occasion.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We're delighted to have been named one of the UK's best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.