Technical Support Advisor 2nd Line (4 on 4 off)

Job Title: Technical Support Advisor 2nd Line IT (4 On/4 Off)
Salary: Up to £31,500 (DOE) plus shift allowance 
Location: Fully Remote (UK)

This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. Shifts will include weekends and public holidays.

Shift Allowance: 

• +10% for days worked Monday to Friday
• +15% for days worked on weekends and bank holidays

(Internal Level: Senior Associate) 

About Us:

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose:

As a 2nd Line IT Technical Support Advisor, you'll be working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. In this role, you'll deliver exceptional service to Focus Group customers by handling 2nd line service queries and providing advanced technical support and issue resolution.

Key Responsibilities

Key Responsibilities: 

• Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
• 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.
• 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

Skills, Knowledge and Expertise

Skills & Experience: 

• 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, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we’re here to help.

Ready to make a real impact? Apply now!

Benefits

• Holiday Allowance - 24 days + bank holidays + birthday leave. 
• Hybrid working options - performance depending. 
• Enhanced maternity, paternity and adoption leave. 
• Paid volunteering day * regular charity events.
• Wider company benefits across health, financial wellbeing, Pension etc.