Technical Support Advisor - Proactive Services

We're Hiring - Technical Support Advisor - Proactive Services

Salary - up to £35,000 (DOE)

Location - Shoreham-by-Sea or Remote

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{​{:}}As a Technical Support Advisor - Proactive Services, you'll be key to keeping our customers' IT environments stable, secure, and resilient. You'll monitor alerts from platforms like Datto RMM, Acronis, Veeam, and more, responding swiftly to backup failures, performance issues, and security drift. Your quick action helps reduce risk, ensure continuity, and maintain top-tier s

ervice.Key Responsibilitie

s
• {​{:}} Monitor customer backup environments for errors, failed jobs and other ano
m
• alies. Investigate and resolve system alerts before they impact client op
e
• rations Support the ongoing management and deployment of Proactive Customer Solutions such M365 Protect, Patc
h
• ing etc Log, manage and update cases using the ITSM platform, ensuring timely resolution and documen
t
• ation. Collaborate with clients to gather necessary information, perform root cause analysis and implement preventative sol
u
• tions. Analyze backup job reports, success rates and performance metrics to identify trends and optimization opportu
n
• ities. Plan, test, and deploy security and system patches across client infrast
r

uctures Skills & Experien

c
• e{​{:}} Prior experience in an IT or Telecom Support or Delivery role, typically at a second lin
e
• level. Be able to work efficiently by themselves and as part of
• a team. Excellent written and verbal communication
• skills. Strong knowledge of Windows Server and desktop operatin
g
• systems Experience with backup technologies and monitoring platforms (e.g. Veeam, Acronis, Spanning or
s
• imilar) Experience with Windows Server, Active Directory, Exchange, Azure and virtualization platforms (VMWare,
• Hyper-V) Experience with Microsoft 365 and related backup/recovery s
t
• rategies Strong experience in cloud technologies such as M365, Azure, Intune, S
h

arePoint Nice to h

a
• ve{​{:}} Worked in an IT or Telecom Managed Service environment pr
e
• viously. Relevant vendor or industry qualifications (Microsoft, Gamma, LG, Meraki, SonicWall, Aruba o
r
• Cisco). Have an active Microsoft certi
f
• ication. Experience with PowerShell scripting and
  a
u

tomation 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?