Technical Support Advisor 2nd Line Telco

Shoreham-By-Sea, England, United Kingdom

5/2/2025

We're Hiring - Technical Support Advisor 2nd Line Telco

Salary - up to £30,000 (DOE)

Location - Shoreham-by-Sea, Manchester & Exeter

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{​{:}}In this role, you'll deliver exceptional service to Focus Group customers by addressing 2nd line service queries as a member of our Product Services team. You will offer advanced technical support and resolve issues for our cust

omers. 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. 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 route straight into Field Allocation for a si
t
• e visit Configure applications and s
y
• stems. Drive outbound calling to resolve cases in a timely manner and avoid delays where po
s
• sible. Report issues to suppliers, chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept in
f
• ormed. 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 support role, supporting telecoms or conne
c
• tivity. Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, E
v
• olveIP. Good understanding of on-pre phone systems including a basic knowledge of config
u
• ration. 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 utilising ITIL methodology, regarding incident, change and request man
a
• gement. Solid understanding of ITSM/CSM Case (ticket) management
s
• ystems. Able to assess when it's appropriate to escalate an issue to 3rd line in order to ensure a good customer e
x

perience Don't worry if you don't meet every requirement—your passion and potential matter to us! If you're excited about driving business growth and transforming how companies use technology, we want to hear

from you.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 here

to help.Ready to make a real impact? A

pply now!