> Markdown version of [/jobs/ext/2320916-2nd-line-technical-support-advisor-out-of-hours](https://www.wearedevelopers.com/jobs/ext/2320916-2nd-line-technical-support-advisor-out-of-hours). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# 2nd line Technical Support Advisor Out of Hours

- **Company:** Focus Group
- **Location:** UK (Remote available)
- **Experience:** Expert
- **Salary:** £30,000.0
- **Contract:** Permanent contract
- **Skills:** Business Software, Cloud Computing, LiveChat, Microsoft Software, Remote Service Software, Information Technology
- **Published:** August 5, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5828884369

## About the Role

* Previous experience in a technical support, service desk, or helpdesk environment.
 * Strong understanding of IT infrastructure, networking, and business applications.
 * Experience using remote support tools and service management platforms.
 * Working knowledge of ITIL principles, including Incident, Change, and Request Management.
 * Excellent communication skills, with the ability to explain technical concepts in a clear and accessible way.
 * Ability to remain composed in a fast-paced environment and effectively manage competing priorities.
 * A proactive, customer-centric approach to problem-solving.

Desirable Skills & Qualifications

 * CompTIA certifications or Microsoft technology certifications.
 * Experience supporting hosted telephony or unified communications platforms such as Horizon, LG, Wildix, or Evolve IP.
 * Exposure to cloud-based voice and collaboration technologies.

## Description

Are you someone who enjoys diagnosing technical issues, finding effective solutions, and providing outstanding support when customers need it most? We're looking for a dedicated and technically minded Out of Hours Technical Support Specialist to join our overnight support team.

In this role, you'll play a vital part in maintaining service continuity, resolving technical challenges, and ensuring customers receive a seamless support experience outside standard business hours.

What You'll Be Doing

 * Act as a key point of contact for customers via phone, email, live chat, and support portal.
 * Deliver 1st and 2nd line technical support across telecoms, IT, connectivity, and managed services.
 * Investigate, diagnose, and resolve incidents efficiently, escalating where necessary.
 * Keep customers informed with clear, timely updates throughout the resolution process.
 * Collaborate with internal teams and external suppliers to restore services as quickly as possible.
 * Monitor alerts, incidents, and support queues to ensure service levels are maintained.
 * Accurately document troubleshooting activities and resolutions within ticketing systems., If you're a technically skilled professional who enjoys resolving issues, supporting customers, and thriving in an out-of-hours environment, we'd love to hear from you.


## Related Videos

- [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone)
- [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing)
- [Open Source: The Engine of Innovation in the Digital Age](https://www.wearedevelopers.com/videos/1103-open-source-the-engine-of-innovation-in-the-digital-age)
- [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing)
- [The Future of Open Source](https://www.wearedevelopers.com/videos/1124-the-future-of-open-source)
- [The 2026 Talent Pivot: Essential Trends for an Evolving Workforce](https://www.wearedevelopers.com/videos/100098-the-2026-talent-pivot-essential-trends-for-an-evolving-workforce)

## Related Articles

- [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)
- [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)
- [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers)
- [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers)