Senior 2nd Line IT Support Engineer - Hybrid

Focus Group (UK); Shoreham-by-Sea; Hybrid; GBP 32,000 - 35,000; Full time

Benefits offered by this job

Holiday allowance - 24 days + bank hol

Hybrid working options

Enhanced parental leave

Volunteer day

Employee benefits program

Job summary

Focus Group (UK) is seeking a skilled Technical Support Advisor for 2nd line support in Shoreham-by-Sea. You will handle escalated incidents across Microsoft 365, Windows Server and networking, working with customer IT teams and external suppliers to drive resolution.

This hybrid role reports to the Service Operations department, with a focus on high-quality problem solving and proactive service improvement, aligning with a senior associate level of responsibility.

Qualifications

• Experience with Windows Desktop (7/8/10)
• Experience with troubleshooting Outlook
• Knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS, network domains, backups, virtualization, firewalls and routers
• Experience with troubleshooting printers
• Troubleshooting general PC issues

Responsibilities

• Own and manage escalated support cases through to resolution.
• Troubleshoot issues across Microsoft 365, Windows, AD, networking and infrastructure environments.
• Collaborate with customer IT teams, Field Engineers and third-party suppliers.
• Escalate cases with clear technical handovers and documentation.
• Contribute to root cause analysis, problem management and service improvement.
• Maintain accurate case records and ensure service levels are met.

Skills

Windows Desktop

Outlook troubleshooting

AD/Exchange/Office 365

Printers troubleshooting

General PC issues

Job description

Focus Group (UK) is seeking a skilled Technical Support Advisor for 2nd line support in Shoreham-by-Sea. You will handle escalated incidents across Microsoft 365, Windows Server and networking, working with customer IT teams and external suppliers to drive resolution.

This hybrid role reports to the Service Operations department, with a focus on high-quality problem solving and proactive service improvement, aligning with a senior associate level of responsibility.