1st Line Tech Support Advisor — Hybrid & Growth

Focus Group; Manchester; On-site; GBP 23,000 - 25,000; Full time

Benefits offered by this job

Holiday allowance

Hybrid work options

Enhanced leave

Volunteer day

Benefits package

Job summary

Focus Group is seeking a Technical Support Adviser to provide 1st line Telco support. You will handle queries across phone, email, portal and live chat, diagnosing and logging issues and taking ownership from diagnosis through resolution within SLA guidelines.

Based in Manchester or Shoreham-by-Sea, this permanent role offers a salary of £23,000–£25,000 per year and a comprehensive benefits package, with potential for hybrid working depending on performance.

Qualifications

• Experience in a customer service or support desk environment.
• Familiarity with ITSM/CSM Case (ticket) management systems.
• Excellent telephone manner and calm, professional communication.
• Understanding of broadband connectivity and basic router configuration.
• Foundational network troubleshooting skills.
• Ability to follow pre-defined processes and adapt when they change.
• Data gathering and analytical skills to identify and resolve issues.
• Ability to prioritise tasks to meet deadlines with strong customer service.

Responsibilities

• Handle incoming queries via phone, email, portal and live chat.
• Diagnose, log, action and follow through to resolution, including escalations.
• Keep cases up to date and manage outstanding items per SLAs.
• Report issues to suppliers and pursue timely resolutions.
• Escalate to 2nd line when needed while preserving SLA remaining.
• Adhere to quality systems and processes.
• Contribute to continual service improvement.

Skills

Customer service

ITSM/CSM

Phone etiquette

Broadband basics

Networking basics

Process adherence

Data gathering

Prioritisation

Job description

Focus Group is seeking a Technical Support Adviser to provide 1st line Telco support. You will handle queries across phone, email, portal and live chat, diagnosing and logging issues and taking ownership from diagnosis through resolution within SLA guidelines.

Based in Manchester or Shoreham-by-Sea, this permanent role offers a salary of £23,000–£25,000 per year and a comprehensive benefits package, with potential for hybrid working depending on performance.