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., * Handle cases functionally escalated from 1st line, ensuring they are assigned and progressed in priority order.

• Be available for overflow calls from the 1st line team and meet agreed personal call targets.
• Diagnose, log, action and follow through to resolution of cases, including escalations, while keeping the customer informed of progress.
• Determine 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.
• Manage cases in line with agreed SLAs and ensure sufficient SLA remains before escalating to 3rd line.

• Experience in a customer-facing technical support role.
• In-depth understanding of systems, applications and network infrastructure; confident in troubleshooting, configuring and installing.
• Experience with remote desktop support tools.
• Ability to gather relevant information and communicate technical resolutions and updates to customers.
• Experience overcoming technical challenges and analysing customer issues.
• Knowledge of ITIL framework and best practices.
• Judgement to assess when to escalated issues to 3rd line to ensure a good customer experience., * Industry certifications such as MCITP, CompTIA Network+.

• Generous Holidays - Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
• Give Back - Enjoy paid volunteering days to support causes you care about.
• Referral Rewards - Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events - Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

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.