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# Technical Support Advisor 2nd Line IT (4 On/4 Off)

- **Company:** Focus Group
- **Location:** UK (Remote available)
- **Salary:** £28,000.0 - £34,000.0
- **Contract:** Permanent contract
- **Skills:** Data Analysis, CompTIA Network+, Network Architecture, Remote Desktop Services
- **Published:** September 30, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5902903578

## About the Role

* 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

 * May have industry certifications such as MCITP, CompTIA Network+.

Please note: This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. Shifts will include weekends and public holidays.

## Description

* 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., As a 2nd Line IT Technical Support Advisor, you'll be working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. In this role, you'll deliver exceptional service to Focus Group customers by handling 2nd line service queries and providing advanced technical support and issue resolution., * Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
 * 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.
 * Report issues to suppliers, chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
 * Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining