Technical Support Advisor, 2nd Line IT

🔥 34 minutes ago

🇬🇧 United Kingdom – Remote

💵 £28k - £34k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🇬🇧 UK Skilled Worker Visa Sponsor

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

👻 Ghost score 0%

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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

• Handle 2nd-line service queries and provide advanced technical support and issue resolution • Manage cases functionally escalated from 1st line, assigning and progressing them in priority order • Diagnose, log, action, and follow through cases to resolution, including escalations • Keep customers informed of case progress • Identify cases that cannot be fixed remotely and route them to Field Allocation for site visits • Troubleshoot hardware and software problems • Configure applications and systems • Make outbound calls to resolve cases promptly and avoid delays • Report issues to suppliers and chase resolutions while keeping customers informed • Manage cases in line with agreed SLAs • Functionally escalate cases to 3rd line with sufficient SLA remaining

🎯 Requirements

• Experience in a customer-facing technical support role • In-depth understanding of systems, applications, and network infrastructure • Specialist knowledge in some technical areas and confidence to troubleshoot, configure, and install • Experience with remote desktop support tools • Ability to use technical expertise to solve customer issues • Ability to gather relevant information and communicate technical resolutions and updates to customers • Experience overcoming technical challenges and analysing and solving customer issues • Knowledge of the ITIL framework and best practices • Ability to assess when to escalate an issue to 3rd line • Industry certifications such as MCITP or CompTIA Network+ are nice to have

🏖️ Benefits

• Shift allowance: +10% for days worked Monday to Friday • Shift allowance: +15% for days worked on weekends and bank holidays • Paid volunteering days • Refer a Friend scheme with monetary rewards • Regular social events