Remote 2nd Line IT Support Advisor | 4-on/4-off

Focus Group; United Kingdom; Remote; GBP 20,000 - 34,000; Full time

Benefits offered by this job

Paid volunteering days

Referral rewards

Social events

Job summary

Focus Group is seeking a Technical Support Advisor (2nd Line IT) to join our remote UK team on a 4 on/4 off schedule. You will handle 2nd line queries, diagnose complex issues, and deliver advanced technical support to our customers from 7:00am to 7:00pm on a rotating shift.

You'll work with hardware and software, use remote desktop tools, and escalate to 3rd line when needed, all within defined SLAs. We value exceptional service and collaboration.

Qualifications

• Experience in a customer facing technical support role.
• Understanding of system, applications and network infrastructure.
• Experience with remote desktop support tools.
• Ability to gather relevant information and communicate technical resolutions and updates to customers.
• Knowledge of ITIL framework and best practices.
• Able to assess when it’s appropriate to upscale an issue to 3rd line in order to ensure a good customer experience.

Responsibilities

• Handle cases escalated from 1st line and progress in priority order.
• Diagnose, log, action and follow through to resolution, including escalations.
• Troubleshoot hardware and software problems.
• Configure applications and systems.
• Drive outbound calling to resolve cases promptly and avoid delays.
• Report issues to suppliers and chase resolutions while keeping the customer informed.

Skills

Customer-facing support

Remote desktop

ITIL knowledge

3rd line escalation

Tools

Remote desktop tools

Job description

Focus Group is seeking a Technical Support Advisor (2nd Line IT) to join our remote UK team on a 4 on/4 off schedule. You will handle 2nd line queries, diagnose complex issues, and deliver advanced technical support to our customers from 7:00am to 7:00pm on a rotating shift.

You'll work with hardware and software, use remote desktop tools, and escalate to 3rd line when needed, all within defined SLAs. We value exceptional service and collaboration.