Technical Support 2nd Line

1 month ago


United Kingdom Focus Group Full time

Job Title - Technical Support 2nd Line - Out of Hours

Salary - Up to £36k depending on experience

Location - UK Remote

Established in 2003, we're proud to be one of the UK's leading independent providers of essential business technology.

We are expanding our Out of Hours Team and looking for an experienced (2nd line) Technical Support Advisor.

The Out of Hours team typically work a rota pattern of 7pm to 7am / 4 on 4 off.

Principal Responsibilities/Duties

• Ensuring that the Customer is at the centre of everything that we do.

• Providing 1st and 2nd line support to customers for Telephony, Data and IT Services.

• Responsible for handling incoming queries by receiving phone calls, emails, and portal requests. Responding to these within the agreed target time and meeting any agreed personal targets.

• To 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 handover the case to be progressed for a site visit to the relevant departments.

• Take full responsibility for cases assigned to you, even when tasks have been allocated to alternative resources/teams, ensuring that an excellent Customer Experience is always maintained.

• Talk to customers, by the most appropriate method to resolve cases in a timely manner and avoid delays where possible.

• Work with 3rd Parties to resolve cases where required.


Requirements

• Customer service focussed with an excellent telephone manner.

• Comfortable troubleshooting and resolving customer faults.

• A demonstrable ability to follow process and build a reassuring rapport with customers.

• The ability to remain calm and composed when dealing with a difficult situation to establish confidence whilst an issue is resolved.

• Quickly gather the right information from the customer, analyse the issue and take appropriate and timely action.

• Target focussed, and able to keep on top of all tasks and escalations whilst always assuring excellent customer service.

• Accurate numeracy, written and data entry skills.

• An analytical and methodical problem solver.

• Be adaptable to change in processes.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We're delighted to have been named one of the UK's best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.



  • United Kingdom Focus Group Full time €36,000

    Job Title - Technical Support 2nd Line - Out of Hours Salary - Up to £36k depending on experience Location - UK Remote We are expanding our Out of Hours Team and looking for an experienced (2nd line) Technical Support Advisor. The Out of Hours team typically work a rota pattern of 7pm to 7am / 4 on 4 off. Providing 1st and 2nd line support to...


  • United Kingdom Focus Group Full time €36,000

    Job Title - Technical Support 2nd Line - Out of Hours Salary - Up to £36k depending on experience Location - UK Remote We are expanding our Out of Hours Team and looking for an experienced (2nd line) Technical Support Advisor. The Out of Hours team typically work a rota pattern of 7pm to 7am / 4 on 4 off. Providing 1st and 2nd line support to...


  • United Kingdom Focus Group Full time €36,000

    Job Title - Technical Support 2nd Line - Out of Hours Salary - Up to £36k depending on experience Location - UK Remote Established in 2003, we're proud to be one of the UK's leading independent providers of essential business technology. We are expanding our Out of Hours Team and looking for an experienced (2nd line) Technical Support Advisor....


  • United Kingdom Focus Group Full time €36,000

    Job Title - Technical Support 2nd Line - Out of Hours Salary - Up to £36k depending on experience Location - UK Remote Established in 2003, we're proud to be one of the UK's leading independent providers of essential business technology. We are expanding our Out of Hours Team and looking for an experienced (2nd line) Technical Support Advisor....

  • 2nd/3rd Line Support

    2 weeks ago


    United Kingdom Just IT Full time

    Are you looking for an exciting new role?About the CompanyA leading technology and IT company are looking for a Service Desk Engineer to provide support on a fully remote basis. This role provides an excellent opportunity to work in a fast paced environment and learn new skills. They are looking for someone who hasa passion for helping others by delivering...


  • United Kingdom Rethink Full time

    2nd/3rd Line Support Engineer Chessington, Surrey- 4/5 days per week on-site Contract - up to £300pd INSIDE IR35 I am currently recruiting on behalf of a leading Pharmaceutical and Supply Chain organization for a Desktop Support Agent to join them on a contractual basis We need a Service Desk Agent to start over the next couple of weeks. This is a...


  • United Kingdom Rethink Full time

    2nd/3rd Line Support Engineer Chessington, Surrey- 4/5 days per week on-site Contract - up to £300pd INSIDE IR35 I am currently recruiting on behalf of a leading Pharmaceutical and Supply Chain organization for a Desktop Support Agent to join them on a contractual basis We need a Service Desk Agent to start over the next couple of weeks. This is a...

  • 2nd Line Engineer

    7 days ago


    United Kingdom DK Recruitment Full time

    DK Recruitment are seeking 2nd Line Support Engineer to join our client who are a leading managed service provider based in Brighton looking to expand their 2nd line service desk team. They heavily promote organic growth and this role has progression into the 3rd Line team. We are looking for a minimum of 3 years IT support experience working on a service...


  • United Kingdom Context Recruitment Full time

    2nd Line Network EngineerOffice based near Huddersfield (With the opportunity of flexible working after probation 3-6 months)Context Recruitment are excited to offer an opportunity to join a leading IT service provider as a 2nd Line Network Engineer. The successful candidate will be responsible for providing advanced network support, troubleshooting complex...


  • United Kingdom identifi Global Resources Full time €32,000

    1st / 2nd Line IT Support Technician – Witney – up to £32,000 DOE Our client is excited to offer a rewarding opportunity for a 1st / 2nd Line Support Technician to join their growing IT team. The role is based at their Witney office but may be requirement to travel to other offices therefore a full current driving license and use of your own vehicle...


  • United Kingdom identifi Global Resources Full time €32,000

    1st / 2nd Line IT Support Technician – Witney – up to £32,000 DOE Our client is excited to offer a rewarding opportunity for a 1st / 2nd Line Support Technician to join their growing IT team. The role is based at their Witney office but may be requirement to travel to other offices therefore a full current driving license and use of your own vehicle...


  • United Kingdom Rethink Full time

    2nd/3rd Line Support Engineer Chessington, Surrey- 4/5 days per week on-site Contract - up to £300pd INSIDE IR35 I am currently recruiting on behalf of a leading Pharmaceutical and Supply Chain organization for a Desktop Support Agent to join them on a contractual basis We need a Service Desk Agent to start over the next couple of weeks. This is a...


  • United Kingdom Rethink Full time

    2nd/3rd Line Support Engineer Chessington, Surrey- 4/5 days per week on-site Contract - up to £300pd INSIDE IR35 I am currently recruiting on behalf of a leading Pharmaceutical and Supply Chain organization for a Desktop Support Agent to join them on a contractual basis We need a Service Desk Agent to start over the next couple of weeks. This is a...


  • United Kingdom Careers Plus Full time

    Our client is a growing managed service solutions with a focus on reliability, agility, and innovation. They provide quality solutions and services that allow businesses to make the best use of IT within their available budgets. They offer professionalism on a personal level, building trust with their customers by consistently meeting their expectations....


  • United Kingdom Careers Plus Full time

    Our client is a growing managed service solutions with a focus on reliability, agility, and innovation. They provide quality solutions and services that allow businesses to make the best use of IT within their available budgets. They offer professionalism on a personal level, building trust with their customers by consistently meeting their expectations....


  • United Kingdom Computer Care (UK) Ltd Full time €38,000

    Senior 2nd Line Onsite Support Engineer Location Criteria: Candidates must also hold a full UK Driving License. Computer Care UK LTD is a well-established Managed Service Provider (MSP) based in Leatherhead, Surrey. For 23 years, we have delivered high-level technological services to businesses of all sizes across the country. We pride ourselves...


  • United Kingdom Computer Care (UK) Ltd Full time €38,000

    Senior 2nd Line Onsite Support Engineer Location Criteria: Candidates must also hold a full UK Driving License. Computer Care UK LTD is a well-established Managed Service Provider (MSP) based in Leatherhead, Surrey. For 23 years, we have delivered high-level technological services to businesses of all sizes across the country. We pride ourselves...

  • 3rd Line Support

    1 month ago


    United Kingdom Careers Plus Full time

    Our client is a growing managed service solutions with a focus on reliability, agility, and innovation. They provide quality solutions and services that allow businesses to make the best use of IT within their available budgets. They offer professionalism on a personal level, building trust with their customers by consistently meeting their expectations....

  • 3rd Line Support

    1 month ago


    United Kingdom Careers Plus Full time

    Our client is a growing managed service solutions with a focus on reliability, agility, and innovation. They provide quality solutions and services that allow businesses to make the best use of IT within their available budgets. They offer professionalism on a personal level, building trust with their customers by consistently meeting their expectations....

  • 3rd Line Support

    2 weeks ago


    United Kingdom The Growth Consultants Full time

    Our client is an IT Managed Service Provider, specialising in Cloud Technologies, IT Infrastructure and Cyber Security.About the 3rd Line Support role.As 3rd Line Support you would have the following responsibilities.Troubleshooting and resolving incidents passed from 1st & 2nd lineWorking with internal, external stakeholders and 3rd parties to provide solid...