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# Technical Support Advisor 2nd Line IT

- **Company:** Focus Group
- **Location:** Birmingham, UK
- **Salary:** £31,000.0
- **Contract:** Permanent contract
- **Skills:** CompTIA Network+, System Configuration, Network Architecture, Remote Desktop Services
- **Published:** August 30, 2026
- **Apply:** https://www.collegerecruiter.com/job/2815451212-technical-support-advisor-2nd-line-it

## About the Role

* 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+.

## Description

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.


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