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Technical Support Advisor 2nd Line IT

2 months ago

Exeter, United Kingdom Focus Group Full time

Job Title - Technical Support Adviser 2nd Line IT

Reports to - Customer Operations Manager

Department - Operations

Salary - up to £35,000 (DOE)

Location - Exeter

Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain’s private company ‘unicorns’ after securing a new $1bn valuation. Our recent investment from PE backers, Hg, will support Focus Group’s organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.

We are now recruiting for a Technical Support Adviser 2nd Line IT.

In this role, you'll be providing first-class service to Focus Group customers through handling of 2nd line service queries as part of our Managed Services team. To provide advanced technical support and issue resolution.

Principal Responsibilities

  • Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
  • Be available for overflow calls from the 1st line team and as a minimum, to meet any agreed personal call 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 route straight into Field Allocation for a site visit.
  • Troubleshoot hardware and software problems.
  • Configure applications and systems.
  • Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
  • Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
  • Report issues to suppliers, chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
  • Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining.
  • Document required changes in line with Focus Groups Change Management process. 

Requirements

  • 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.
  • Skilled in using technical expertise to solve customer issues. Able to effectively gather relevant information and communicate technical resolutions and updates to customers.
  • Experience of overcoming technical challenges and benefits from this experience in analysing and solving customer issues.
  • 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.

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.