Job Title: Technical Support Advisor 2nd Line IT (4 On/4 Off)
Salary: Up to £31,500 (DOE) plus shift allowance
Location: Fully Remote (UK)

This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. Shifts will include weekends and public holidays.

Shift Allowance:

+10% for days worked Monday to Friday
+15% for days worked on weekends and bank holidays

(Internal 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 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose:

As a 2nd Line IT Technical Support Advisor, you'll be working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. In this role, you'll deliver exceptional service to Focus Group customers by handling 2nd line service queries and providing advanced technical support and issue resolution.

Key Responsibilities

Key Responsibilities:

Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
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.
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 informed.
Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining

Skills, Knowledge and Expertise

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.

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!

Benefits

Holiday Allowance - 24 days + bank holidays + birthday leave.
Hybrid working options - performance depending.
Enhanced maternity, paternity and adoption leave.
Paid volunteering day * regular charity events.
Wider company benefits across health, financial wellbeing, Pension etc.

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