Focus Group
Technical Support Advisor 2nd Line Telco
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We're Hiring - Technical Support Advisor 2nd Line Telco
Salary - up to £30,000 (DOE)
Location - Based out of either Shoreham, Exeter or Manchester
Hybrid working - 3 days in the office, 2 wfh
(Internal job level) 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 1,400 employees and a $1bn valuation, we are a dynamic force in the industry.
Job Purpose
Working as a Technical Support Advisor 2nd Line Telco, you'll provide a first-class service to Focus Group customers through handling of 2nd line service queries as part of our Product Services team. You'll provide advanced technical support and issue resolution.
Our Service Desk provides technical support and exceptional customer service across a range of business telecommunications services. We are looking for an experienced 2nd Line Telecoms Support Engineer with hands-on experience supporting business voice and telephony services.
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This is primarily a telecommunications support role rather than a traditional IT/Desktop Support position. Candidates should have practical experience troubleshooting voice, hosted telephony, SIP and/or PBX services. Experience supporting connectivity services such as broadband and Ethernet is also highly desirable.
As part of the 2nd Line team, you will investigate and own more complex incidents, act as an escalation point for 1st Line engineers and work with suppliers and carriers through to resolution.
Our Supported Technologies
- SIP and VoIP
- Hosted/Cloud Telephony, including Horizon and LG
- On-premise PBX systems, including LG, Samsung and Avaya
- PSTN/WLR and legacy ISDN services
- Broadband and Ethernet connectivity
- Call routing and telephony configuration
- LAN/networking in relation to voice and connectivity faults
Essential Technical Experience
Candidates should be able to demonstrate hands-on experience in a telecommunications, voice or unified communications support environment, with experience in several of the following areas:
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- SIP/VoIP fault diagnosis
- Hosted/Cloud telephony
- PBX telephony
- Business voice services and call routing
- Broadband/Ethernet connectivity
- LAN/IP troubleshooting in relation to voice services
- Working with telecoms carriers, Openreach or third-party suppliers
- Managing technical incidents through investigation, escalation and resolution
Benefits
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? Apply now!
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