Technical Support Specialist

3 days ago


Exeter, Devon, United Kingdom Focus Group Full time
Job Title

Technical Support Adviser 2nd Line IT

We are recruiting for a Technical Support Adviser 2nd Line IT to join our Managed Services team. In this role, you will provide first-class service to Focus Group customers through handling of 2nd line service queries.

Key Responsibilities

  1. Diagnose and resolve complex technical issues with hardware and software.
  2. Troubleshoot problems and configure applications and systems.
  3. Drive outbound calling to resolve cases in a timely manner and ensure customer satisfaction.
  4. Manage cases in line with agreed SLAs and escalate to 3rd line when necessary.
  5. Document required changes in line with the Change Management process.

About You

  • You have experience in a customer-facing technical support role.
  • You have a deep understanding of system, applications, and network infrastructure.
  • You are skilled in using remote desktop support tools.
  • You can communicate technical resolutions and updates effectively to customers.

Benefits

At Focus Group, we offer a rewarding environment where you can achieve brilliant things and make a difference to the future of our business.

The estimated salary for this role is £35,000 (DOE), based on your location in Exeter and the requirements of the job.



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