Technical Support Advisor 2nd Line IT

Working as a Technical Support Advisor 2nd Line IT , you'll provide a first-class service to Focus Group customers through handling of 2nd line service queries as part of our Managed Services team. You'll provide advanced technical support and issue resolution., * 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.
• 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.
• Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining.

• 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.

Nice to have: Industry certifications such as MCITP, CompTIA Network+ *

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.