Senior 2nd Line IT Support – Remote (4/4)

Focus Group

United Kingdom

Remote

GBP 29,000 - 39,000

Full time

10 hours ago

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Benefits offered by this job

Holiday Allowance 24 days + bank hols

Hybrid working options

Enhanced maternity/paternity/adoption

Volunteer day

Company benefits: health, pension

Job summary

Focus Group in the United Kingdom is seeking a Technical Support Advisor 2nd Line IT to work 12-hour shifts on a rotating 4 on/4 off pattern from 7:00am to 7:00pm, fully remote. You will handle 2nd line service queries, diagnose and resolve technical issues, and provide timely updates to customers.

The role requires strong remote desktop skills, ITIL knowledge, and excellent communication. Benefits include 24 days holidays, potential hybrid options, enhanced family leave, volunteering days, and

Qualifications

Experience in a customer facing technical support role.
Knowledge of ITIL framework and best practices.
Ability to troubleshoot hardware and software.

Responsibilities

Handle cases escalated from 1st line and manage priority
Diagnose, log, action and resolve cases, including escalations
Troubleshoot hardware and software problems
Configure applications and systems
Drive outbound calls to resolve cases promptly
Report issues to suppliers and chase resolutions
Manage cases within SLAs and escalate to 3rd line as needed

Skills

Customer facing technical support

Remote desktop tools

ITIL

Troubleshooting

Communication of resolutions

Escalation awareness

Tools

Remote desktop tools

Job description

The role requires strong remote desktop skills, ITIL knowledge, and excellent communication. Benefits include 24 days holidays, potential hybrid options, enhanced family leave, volunteering days, and

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