1st Line Technical Support Advisor IT

5 days ago

ShorehamBySea West Sussex, United Kingdom Focus Group Full time

We're Hiring - Technical Support Advisor 2nd Line IT Salary - up to £35,000 (DOE)
Generous Holidays:  Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
Give Back:  Enjoy paid volunteering days to support causes you care about.
Referral Rewards:  Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
Social Events:  Join in on regular social events and connect with your colleagues in a fun and relaxed environment.
Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. 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.
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.
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.
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.
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.

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