Remote 2nd Line IT Support Advisor (4 On/4 Off)

Focus Group; Shoreham-by-Sea; Remote; GBP 34,000 - 40,000; Full time

Benefits offered by this job

Holiday entitlement

Hybrid working options

Enhanced leave policies

Volunteer day

Company-wide benefits

Job summary

Focus Group is hiring a 2nd Line IT Technical Support Advisor to work 12-hour shifts on a 4-on/4-off rotating schedule, from 7:00am to 7:00pm. This fully remote UK role includes handling second-line queries, advanced troubleshooting and customer communication to ensure timely resolutions.

You will diagnose issues, escalate where needed, and maintain SLAs while contributing to a high-quality customer experience. Flexible scheduling and shift allowances apply.

Qualifications

• Experience in a customer facing technical support role.
• In-depth understanding of systems, applications and network infrastructure.
• Experience with remote desktop support tools.
• Knowledge of ITIL framework and best practices.
• Ability to assess when it’s appropriate to escalate to 3rd line.

Responsibilities

• Handle 2nd line service queries and provide advanced technical support.
• Diagnose, log, action and follow through to resolution, escalating when needed.
• Troubleshoot hardware and software problems.
• Configure applications and systems.
• Drive outbound calls to resolve cases and prevent delays.
• Report issues to suppliers and chase resolutions.
• Manage cases in line with SLAs and escalate to 3rd line when necessary.

Skills

Customer Support

2nd Line IT

Remote Desktop

ITIL Knowledge

Troubleshooting

Issue Resolution

Tools

Remote Desktop Tools

Job description

Focus Group is hiring a 2nd Line IT Technical Support Advisor to work 12-hour shifts on a 4-on/4-off rotating schedule, from 7:00am to 7:00pm. This fully remote UK role includes handling second-line queries, advanced troubleshooting and customer communication to ensure timely resolutions.

You will diagnose issues, escalate where needed, and maintain SLAs while contributing to a high-quality customer experience. Flexible scheduling and shift allowances apply.