2nd Line Technical Support Advisor – Out of Hours
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Job Description
Out-of-hours 2nd line technical support specialist for Focus Group, a UK technology provider serving 30,000 businesses. Diagnosing telecoms, IT, connectivity, and managed-services incidents during overnight shifts.
Responsibilities:
- 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
- Maintain service continuity and provide seamless customer support outside standard business hours
Requirements:
- 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 clearly and accessibly
- Ability to remain composed in a fast-paced environment and manage competing priorities
- Proactive, customer-centric approach to problem-solving
- CompTIA certifications or Microsoft technology certifications are desirable
- Experience supporting hosted telephony or unified communications platforms such as Horizon, LG, Wildix, or Evolve IP is desirable
- Exposure to cloud-based voice and collaboration technologies is desirable
Benefits:
- £30,000 - £32,000 per annum plus shift allowance
- Rotating 4-on, 4-off schedule
- 12-hour night shifts from 7:00pm to 7:00am
- Remote working (UK-based)
- Weekends and bank holidays included in the rota
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