Technical Support Advisor Out of Hours
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We're Hiring: Technical Support Advisor Out of Hours
Salary: £30,000 plus shift allowance
Location: UK Remote
Focus: Customer-first & technology driven
Shift Pattern: This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off. Typical shift hours are from 7:00pm to 7:00am. Shifts will include weekends and public holidays.
Do you thrive on solving technical puzzles and keeping customers satisfied, even in the middle of the night? If you're a natural problem-solver with a passion for tech, this is your chance to join Focus Group as a Technical Support Advisor in our Out of Hours team.
Key Responsibilities:
- Be the friendly first point of contact for customers (calls, emails, chat, portal).
- Provide 1st and 2nd line support across telecoms, IT, and data services.
- Troubleshoot, resolve, and escalate issues, while keeping customers updated every step of the way.
- Work with colleagues and third parties to fix problems quickly and effectively.
- Stay on top of alerts, incidents, and cases, making sure nothing slips through the cracks.
Skills & Experience:
- Experience in technical support (telecoms or IT services).
- Strong understanding of systems, applications, and networks.
- Skilled with remote desktop tools and ticket management systems.
- Knowledge of ITIL methodology (incident, change, request).
- Brilliant communication skills — able to make the complex sound simple.
- Calm under pressure, great at prioritising, always customer-focused.
Nice to have
- CompTIA, MCITP, or experience with cloud phone systems such as Horizon, LG, Wildix, EvolveIP.
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 industry.
Ready to be the calm, capable problem-solver our customers rely on after hours? Apply now!