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2nd Line IT Technical Support Advisor

Focus GroupExeter, England, United Kingdom
On-site Full-time £33K/yr - £33K/yr

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Experience Level

Experience

Qualifications

Skills & Experience Required:Proven experience in a customer-facing technical support role. Comprehensive understanding of systems, applications, and network infrastructure; specialized knowledge in certain areas is an advantage. Experience with remote desktop support tools. Adept at utilizing technical expertise to troubleshoot customer issues and effectively communicate solutions.

About the job

Join Our Team as a 2nd Line IT Technical Support Advisor!

Salary: Up to £33,000 (Dependent on Experience)

Location: Exeter

Key Benefits:

  • Generous Holidays: Enjoy 24 days of annual leave, in addition to bank holidays and a special day off to celebrate your birthday.
  • Community Engagement: Participate in paid volunteering days to support causes that matter to you.
  • Referral Incentives: Earn rewards through our Refer a Friend program by bringing exceptional talent to our team.
  • Social Gatherings: Engage in regular social events to build connections with your colleagues in a relaxed and enjoyable atmosphere.

About Focus Group:

Founded in 2003, Focus Group has become one of the UK's leading tech providers, supporting over 30,000 businesses nationwide. With a workforce of more than 1,000 employees and a valuation exceeding $1 billion, we are a vibrant and innovative player in the industry.

Role Overview:

As a 2nd Line IT Technical Support Advisor, you will deliver exceptional service to Focus Group customers by addressing 2nd line service inquiries as part of our Managed Services team. Your role will focus on providing advanced technical support and efficient issue resolution.

Key Responsibilities:

  • Manage and prioritize cases escalated from 1st line support, ensuring timely progression.
  • Diagnose, log, action, and resolve cases, including escalations while keeping customers updated on progress. Identify cases requiring onsite intervention and coordinate with Field Allocation for site visits.
  • Troubleshoot both hardware and software issues effectively.
  • Configure applications and systems to meet client needs.
  • Proactively initiate outbound calls to resolve cases promptly, minimizing delays.
  • Maintain case updates and ensure outstanding cases are managed according to agreed timelines.
  • Communicate issues to suppliers, ensuring timely resolution and customer updates.
  • Manage cases in accordance with agreed SLAs, escalating to 3rd line support when necessary.
  • Document required changes following Focus Group’s Change Management process.

About Focus Group

Focus Group, established in 2003, is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With a robust team of over 1,000 employees and a valuation of $1 billion, we are a dynamic force in the tech industry.

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