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Senior Technical Support Specialist
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Position Title - Senior Technical Support Specialist - Telecommunications
Reporting To - Head of Product Service Operations
Department - Operations
Compensation - £26,000 - £30,000
Work Location - This position is flexible and can be performed from any Focus Group office.
Founded in 2003, we take pride in being one of the UK's foremost independent providers of essential business technology.
We are currently seeking a Senior Technical Support Specialist - Telecommunications.
In this role, you will deliver exceptional service to our customers by managing 2nd line service inquiries as part of our Product Services team, focusing on advanced technical support and problem resolution.
Key Responsibilities
- Oversee cases escalated from the first line, ensuring they are prioritized and addressed accordingly.
- Be available to assist with overflow calls from the first line team, meeting any established personal call targets.
- Diagnose, log, act upon, and follow through to resolution of cases, including escalations, while keeping customers updated on progress. Identify when a case requires on-site intervention and facilitate the necessary arrangements.
- Troubleshoot both hardware and software issues effectively.
- Configure applications and systems as required.
- Proactively engage in outbound communication to resolve cases promptly and minimize delays.
- Maintain up-to-date records of cases, ensuring that outstanding issues are managed in accordance with established guidelines.
- Report issues to suppliers, following up diligently to ensure timely resolution and keeping customers informed.
- Manage cases in alignment with agreed service level agreements (SLAs) and escalate to 3rd line support when necessary.
- Document necessary changes in accordance with Focus Group's Change Management procedures.
- Adhere to and contribute to the maintenance of the company's quality systems and processes.
- Actively promote best practices and continuous service improvement within the team.
- Provide training and support to first line Technical Support Advisors.
Qualifications
- Experience in a customer-facing technical support role, particularly in telecommunications or connectivity.
- In-depth knowledge of broadband and leased line technologies, with confidence in router configuration.
- Expertise in network troubleshooting, including IP addressing, DHCP allocation, and Meraki SDN/SD-WAN.
- Certifications in cloud-based telephony solutions such as Horizon, LG, Wildix, and EvolveIP.
- Solid understanding of on-premises phone systems, including basic configuration knowledge.
- Ability to leverage technical expertise to resolve customer issues effectively, gathering relevant information and communicating solutions clearly.
- Familiarity with ITIL methodologies related to incident, change, and request management.
- Strong understanding of ITSM/CSM case management systems.
- Ability to determine when to escalate issues to 3rd line support to ensure a positive customer experience.
Please note, this position can be performed from any Focus Group office.
At Focus Group, we foster an environment where you can take pride in your work, feel a genuine part of the team, and be inspired to achieve remarkable outcomes that contribute to the future of our organization.
We are proud to have cultivated an exceptional workplace where individuals thrive and are recognized for their contributions. We have been honored as one of the UK's top 100 Companies to Work for and have received accolades for our commitment to culture and environmental, social, and governance (ESG) initiatives.
We welcome all applications and are committed to making reasonable adjustments to the working environment to ensure inclusivity and safety for all employees.
