Technical Support Advisor

1 week ago

Shoreham by Sea, United Kingdom Focus Group Full time

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

We know the right people are the key to success. The energy, entrepreneurial spirit and expertise of our teams are at the heart of Focus Group. Our people make the difference.

We offer a large selection of benefits to our employees which can be found on our website, to encourage great employees to join us and maintain a healthy, happy workspace.

We are now recruiting for a Technical Support Advisor - Out of Hours

The purpose of this department / team is to support our local and international clients round the clock within our IT, Telecoms and Enterprise Networks departments. This role is primarily aimed at our IT desk however some basic cross support is also required with training provided in those technologies.

Main duties of this role are:

- Provide 1st and 2nd line support to customers for Telephony, Data and IT Services. - Understand and confidently investigate LAN faults in relation to DSL Broadband
- installs, telephony and IT set up.
- Understand and confidently interact with suppliers for our core products.
- Identify, investigate, and resolve where possible reported incident
- Meet set Targets & Expectations for ensuring the best possible customer experience
- Update your line manager on any outstanding faults or that have breached their SLT, in a timely manner
- Record interactions with customers on the companies in house CRM system
- Record, report and diagnose reported incidents on supplier portals where required
- Follow industry & company guidelines in relation to a customer’s contract with Focus

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.

**Job Types**: Full-time, Permanent

**Salary**: £28,000.00-£30,000.00 per year

**Benefits**:

- Additional leave
- Canteen
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free or subsidised travel
- Free parking
- Gym membership
- On-site parking
- Profit sharing
- Referral programme
- Store discount
- Wellness programme
- Work from home

Schedule:

- Day shift
- Night shift

Supplemental pay types:

- Bonus scheme

Work Location: Hybrid remote in Shoreham by Sea

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