Focus Group
Technical Support Advisor 2nd Line FTC
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We're Hiring - Technical Support Advisor 2nd Line IT on a 4 month Fixed Term Contract
Salary
- up to £40,000
Location
- REMOTE
Fixed Term Contract until October with the potential to go permanent
(Internal Job Level Reference: Senior Associate)
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.
Job Purpose
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 resolution.
Key Responsibilities
- 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 targets.
- 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 problems.
- Configure applications and systems.
- Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
- Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining.
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Skills & Experience
- Experience in a customer facing technical support role.
- In depth understanding of system, applications and network infrastructure - may have specialist knowledge in some areas and confident to troubleshoot/configure/install.
- Experience with remote desktop support tools.
- Skilled in using technical expertise to solve customer issues. Able to effectively gather relevant information and communicate technical resolutions and updates to customers.
- Experience of overcoming technical challenges and benefits from this experience in analysing and solving customer issues.
- Knowledge of ITIL framework and best practices.
- Able to assess when it's appropriate to escalate an issue to 3rd line in order to ensure a good customer experience.
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Nice to have
- Industry certifications such as MCITP, CompTIA 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 here to help.
Ready to make a real impact? Apply now!
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