Technical Support Advisor, 2nd Line
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Job Description
Out-of-hours technical support specialist helping Focus Group’s UK business customers resolve IT, telecoms, and connectivity issues. Providing 1st/2nd line troubleshooting, incident management, and proactive alert monitoring on overnight shifts.
Responsibilities:
- Provide 1st and 2nd line support across IT, telecoms and connectivity services
- Troubleshoot and resolve technical issues via phone, email, chat and customer portal
- Manage incidents, service requests and escalations efficiently
- Work closely with internal teams and third-party suppliers to deliver rapid resolutions
- Monitor alerts and ensure customer issues are handled proactively and professionally
- Provide out-of-hours support during 7pm–7am shifts, including weekends and bank holidays
Requirements:
- Experience in a technical support or service desk role
- Strong knowledge of IT systems, networking, and troubleshooting
- Experience using ticketing systems and remote support tools
- Understanding of ITIL processes and best practices
- Excellent communication skills and a customer-focused approach
- Ability to work a 4-on, 4-off, 7pm–7am shift pattern, including weekends and bank holidays
- CompTIA or Microsoft certifications are desirable
- Experience with hosted telephony platforms such as Horizon, Wildix, LG, or Evolve IP is desirable
Benefits:
- Shift allowance
- Work remotely
- Opportunity to work for a fast-growing technology provider
- Investment in employees
- Opportunity to support over 30,000 businesses across the UK
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