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# Technical Support Advisor 2nd Line Telco

- **Company:** Focus Group
- **Location:** Birmingham, UK
- **Contract:** Permanent contract
- **Skills:** Dynamic Host Configuration Protocol, IP Addressing, Network Troubleshooting, SAP Sales and Distribution, Network Routers
- **Published:** August 30, 2026
- **Apply:** https://www.collegerecruiter.com/job/2815448571-technical-support-advisor-2nd-line-telco

## About the Role

* Experience in a customer facing technical support role, supporting telecoms or connectivity.
 * High level knowledge of broadband and leased line technology and confidence in router configuration.
 * Proficiency in network troubleshooting, including IP addressing, DHCP allocation and Meraki SDN/SD-WAN.
 * Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, EvolveIP.
 * Good understanding of on-premise phone systems including a basic knowledge of configuration

## Description

In this role, you''ll provide a first-class service to Focus Group customers through handling of 2nd line service queries, as part of our Product 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.
 * To 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


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