2nd Line Technical Support Advisor – Out of Hours

🔥 6 minutes ago

🇬🇧 United Kingdom – Remote

💵 £30k - £32k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Focus Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

📡 Telecommunications

🏢 Enterprise

💰 Private Equity Round on 2020-03

Telecommunications • IT • Enterprise

Focus Group is a leading independent provider of essential business technology solutions in the UK, established in 2003. The company specializes in offering a comprehensive range of services including IT, telecommunications, and connectivity services, all designed to keep businesses connected and efficient. Focus Group is renowned for its innovative solutions and exceptional customer service, ensuring businesses run smoothly, whether they are small enterprises or large corporations. The company also emphasizes strategic partnerships with industry specialists and has been recognized as a top Managed Service Provider in 2023.

📋 Description

• 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