Technical Support Advisor 2nd Line IT

1 month ago

ShorehambySea, United Kingdom Focus Group Full time

Job Title - Technical Support Adviser 2nd Line IT

Reports to - Service Desk Manager

Department - Operations

Salary - up to £35,000 (DOE)

Location - Shoreham by Sea

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.

  • Technical Support Advisor 1St Line It

    3 weeks ago

    Shoreham-by-Sea, United Kingdom Focus Group Full time

    Job Title - Technical Support Advisor 1st Line IT Reports to - Service Desk Team Leader Salary - £25,000 Location - Shoreham by Sea & Carlisle 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...

  • Technical Support Advisor 1st Line IT

    2 months ago

    Shoreham-by-Sea, United Kingdom Focus Group Full time

    Job Title - Technical Support Advisor 1st Line ITReports to - Service Desk Team LeaderSalary - £25,000Location - Shoreham by Sea & Carlisle 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....

  • Technical Advisor

    7 days ago

    Shoreham-by-Sea, West Sussex, United Kingdom Focus Group Full time

    About Focus Group:As a leading provider of essential business technology solutions, we are committed to delivering exceptional customer support and service. Our team in Shoreham by Sea is seeking a skilled Technical Support Adviser to join their ranks.Job Title: Technical Support Adviser 2nd Line ITSalary: up to £35,000 (dependent on experience)About the...

  • Technical Support Advisor 1st Line Telco

    1 month ago

    Shoreham-by-Sea, United Kingdom Focus Group Full time

    Job Title - Technical Support Adviser 1st Line Telco Reports to - Service Desk Manager Department - OperationsSalary - up to £25,000 (DOE)Location - Shoreham by Sea & Manchester We are now recruiting for a Technical Support Adviser 1st Line Telco. In this role, you'll provide a first-class customer service to Focus Group customers through handling of first...

  • First Line IT Resolution Advisor

    2 weeks ago

    Shoreham-by-Sea, West Sussex, United Kingdom Focus Group Full time

    About the RoleWe are seeking a skilled First Line IT Resolution Advisor to join our team. In this role, you will be responsible for responding to customer queries and resolving issues efficiently.Responsibilities:* Respond to customer inquiries via various channels* Analyse data to resolve issues and improve services* Maintain accurate records and...

  • Expert Technical Support Consultant

    7 days ago

    Shoreham-by-Sea, West Sussex, United Kingdom Focus Group Full time

    About Focus Group:We are a leading provider of business technology solutions, dedicated to delivering exceptional customer support and service. Our team in Shoreham by Sea is seeking a highly skilled Technical Support Adviser to join their ranks.Job Title: Technical Support Adviser 2nd Line ITSalary: up to £35,000 (dependent on experience)About the...

  • 2nd Line Support Engineer

    2 months ago

    Southend-on-Sea, United Kingdom CV-Library Full time

    Job Title: 2nd Line Support Engineer Location: Southend-on-Sea (full-time onsite) Industry: Managed Service Provider Salary: £(phone number removed) per annum (DOE) I have partnered with a growing MSP who are looking to expand their Service Desk team. You will be responsible for providing outstanding frontline technical support, and ensure client...

  • IT Support Specialist

    7 days ago

    Shoreham-by-Sea, West Sussex, United Kingdom Focus Group Full time

    About Focus Group:We are a leading provider of essential business technology solutions, established in 2003 with over 1,000 employees across the UK.Our mission is to provide exceptional customer support and service, and we are recruiting for a Technical Support Adviser to join our team in Shoreham by Sea.Job Title: Technical Support Adviser 2nd Line...

  • 2nd Line IT Resolution Expert

    7 days ago

    Southend-on-Sea, Southend-on-Sea, United Kingdom CV-Library Full time

    We are seeking a highly skilled 2nd Line IT Resolution Expert to join our team in Basildon, Essex. This is an excellent opportunity to work with CV-Library, a dynamic company providing IT support services, and develop your career in this field.About the Role:We offer a competitive salary of £28,000 - £36,000 per annum and benefits including free parking...

  • Technical Support Specialist

    2 weeks ago

    Shoreham-by-Sea, West Sussex, United Kingdom Focus Group Full time

    Job SummaryA career opportunity has arisen for a Technical Support Specialist within our Managed Services team. As a key member of the team, you will be responsible for providing first-class customer service and handling first-line service queries.Key Responsibilities:* Handle incoming queries via phone, email, portal, and live chat* Contribute to the...

  • Technical Support Specialist

    4 weeks ago

    Shoreham-by-Sea, West Sussex, United Kingdom Focus Group Full time

    At Focus Group, we are seeking a skilled Telco Support Advisor to join our Product Services team. This role offers the opportunity to provide exceptional customer service and support to our clients.As a Telco Support Advisor, you will be responsible for handling incoming queries by receiving phone calls, emails, portal, and live chats. You will respond to...

  • Technical Support Specialist

    4 weeks ago

    Southend-on-Sea, United Kingdom In Technology Group Limited Full time

    Job Title: 2nd Line Support EngineerLocation: Full-time onsiteIndustry: Managed Service ProviderSalary: £28,000-32,000 per annum (DOE)We are seeking a 2nd Line Support Engineer to join our team at In Technology Group Limited. As a key member of our Service Desk team, you will be responsible for providing exceptional technical support to our clients,...

  • Technical Support Professional

    4 weeks ago

    Southend-on-Sea, Southend-on-Sea, United Kingdom In Technology Group Limited Full time

    Job Title: 2nd Line Support EngineerWe are seeking a highly skilled and experienced Technical Support Professional to join our team as a 2nd Line Support Engineer.As a key member of our Service Desk team, you will be responsible for providing outstanding technical support to our clients, ensuring that their issues are resolved promptly and professionally.The...

  • 1st Line Support

    7 months ago

    Southend-on-Sea, United Kingdom Just IT Recruitment Full time

    **About the company**: Join our client’s team as a Second-Line Technical Support Specialist in a senior capacity, where your role is pivotal in solving complex technical issues, maintaining their premium service, and enhancing client relationships. Reporting to the Service Desk Manager, you’ll lead efforts to provide advanced IT support, engage with...

  • Telco Support Advisor

    4 weeks ago

    Shoreham-by-Sea, West Sussex, United Kingdom Focus Group Full time

    We are seeking a highly skilled Customer Service Expert - First Line to join our Product Services team at Focus Group. This role offers the opportunity to provide exceptional customer service and support to our clients.As a Customer Service Expert - First Line, you will be responsible for handling incoming queries by receiving phone calls, emails, portal,...

  • 1st Line Support Engineer

    2 months ago

    Southend-on-Sea, United Kingdom CV-Library Full time

    Job Title: 1st Line Support Engineer Location: Southend-on-Sea (full-time onsite) Industry: Managed Service Provider Salary: £(phone number removed) per annum (DOE) I have partnered with a growing MSP who are looking to expand their Service Desk team. You will be responsible for providing outstanding frontline technical support, and ensure client...

  • Customer Service Expert

    4 weeks ago

    Shoreham-by-Sea, West Sussex, United Kingdom Focus Group Full time

    Are you looking for a challenging and rewarding career as a Telco Support Advisor? Look no further! At Focus Group, we are committed to delivering exceptional customer service and support to our clients.As a Telco Support Advisor, you will be responsible for handling incoming queries by receiving phone calls, emails, portal, and live chats. You will respond...

  • Technical Support Specialist

    7 days ago

    Southend-on-Sea, Southend-on-Sea, United Kingdom CV-Library Full time

    1st Line IT SupportWe are seeking a skilled Technical Support Specialist to provide exceptional support to our clients via email, phone, live chat, and ticketing system. The successful candidate will be fluent in English and German and work under pressure, ensuring timely resolution of issues and maintaining excellent customer service standards.Key...

  • Trainee Mortgage Advisor

    7 months ago

    Shoreham-by-Sea, United Kingdom Fox & Sons Full time

    Trainee Mortgage Advisor Have you recently gained your Mortgage qualifications or held it for a while and not had the opportunity to use it? Do you want the support, mentoring and guidance to ensure you succeed as a Mortgage Advisor? Do you want a transparent progression structure with real monetary value? If this describes you then we are currently...

  • Technical Support Specialist

    7 days ago

    Southend-on-Sea, Southend-on-Sea, United Kingdom CV-Library Full time

    Job OverviewWe are seeking a highly skilled Techincal Support Specialist to join our team. As a key member of the global 1st Line Technical Support Team, you will be responsible for delivering exceptional customer service via live chat, email, telephone, and ticketing services.About the RoleThis is a permanent opportunity working 8am until 4:30pm or 9am...