Internal Support Engineer 2nd Line

• Give back - Paid volunteering days to support causes close to your heart
• Referral rewards - Earn extra by helping us grow our team through referrals
• Sociable culture - Regular events, socials, and celebrations throughout the year
• Career development - Be part of a growing internal IT team with opportunities to grow your skill set

What will you do?

As a 2nd Line Internal Support Engineer, you'll provide both remote and on-site technical support to our people across the business, ensuring IT issues are resolved quickly and effectively within agreed SLAs.

Your key responsibilities will include:

• Managing and resolving 2nd line support tickets from the internal helpdesk
• Collaborating with 1st line support and senior engineers to resolve escalated issues
• Providing clear, friendly support via phone, remote access, and face-to-face where required
• Maintaining detailed records and documentation in the helpdesk system
• Supporting desktop and server environments including Windows, Office 365, Exchange, and more
• Working with network infrastructure including firewalls, routers, switches, VPNs, and VLANs
• Assisting with virtualisation platforms (Hyper-V, VMware, etc.) and backup solutions
• Supporting users across Windows, and occasionally Mac OS X, Linux, or Android

We're looking for a confident and capable high 1st/2nd Line Internal Support Engineer to deliver outstanding IT support to our colleagues. You'll be someone who loves problem-solving, thrives in a collaborative environment, and is happy working through tickets both independently and alongside a wider team.

You'll be: ? Experienced in IT support, ideally in a managed services or helpdesk environment ? Strong on both technical troubleshooting and clear communication ? Organised, proactive, and capable of prioritising your workload effectively ? Approachable and reliable, with a strong sense of accountability ? Always looking for ways to improve and deliver top-class service, * Experience supporting Windows Server and Desktop OS, Exchange, Office 365

• Working knowledge of networking (firewalls, routers, switches, VPNs, VLANs)
• Understanding of virtualisation technologies (Hyper-V, VMware, etc.)
• Strong communication skills and excellent telephone manner
• Great time management and organisational skills
• Ability to problem solve and think on your feet

Nice to have

• Familiarity with Mac OS X, Linux, Android
• Knowledge of backup tools: Veeam, Symantec, Attix, StorageCraft
• Experience with Cisco networking equipment
• Experience with SQL, VoIP, SANs
• Exposure to cloud platforms including advanced Office 365 tools

At Focus Group, we've been connecting businesses with brilliant technology since 2003. Today, we support over 30,000 customers across the UK and are proud to be one of the UK's fastest-growing tech providers - recently joining the exclusive list of privately owned 'unicorn' businesses with a $1bn valuation., At Focus Group, we value individuality, encourage innovation, and work hard to create an environment where people thrive. If you're ready to be part of a team that's collaborative, ambitious, and making a real difference - this is your opportunity.