Senior 2nd-Line IT Support Specialist (Hybrid)

Focus Group; Shoreham-by-Sea; Híbrido; GBP 32.000 - 35.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Holiday entitlement: 24 days + bank/生日

Hybrid working options

Enhanced parental leave

Volunteer day

Company benefits

Descripción de la vacante

Focus Group, a UK leader in IT, telecoms, connectivity and cybersecurity solutions, seeks an experienced Technical Support Advisor to join the 2nd Line team in Shoreham-by-Sea. You will handle escalated incidents across Microsoft 365, Windows Server, desktop, networking and wireless technologies.

This is not a traditional service desk role. You will work with customer IT teams, Focus Group engineers and third-party suppliers to investigate and resolve complex issues, taking ownership from

Formación

• Experience with Windows Desktop (7,8,10).
• Experience troubleshooting Outlook.
• Working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS and networking.
• Experience troubleshooting printers.
• Troubleshooting general PC issues.

Responsabilidades

• Own and manage escalated support cases through to resolution.
• Troubleshoot issues across Microsoft 365, Windows, Active Directory, networking and infrastructure environments.
• Work closely with customer IT teams, Field Engineers, 3rd Line Support and external suppliers.
• Escalate cases appropriately, providing clear technical handovers and documentation.
• Contribute to root cause analysis, problem management and continuous service improvement.
• Maintain accurate case records and ensure service levels are met.

Conocimientos

Windows Desktop

Outlook troubleshooting

Active Directory

Exchange

Office 365

Group Policy

DNS

Networking

Backup solutions

Virtualization

Firewalls & routers

Printer troubleshooting

General PC issues

Descripción del empleo

Focus Group, a UK leader in IT, telecoms, connectivity and cybersecurity solutions, seeks an experienced Technical Support Advisor to join the 2nd Line team in Shoreham-by-Sea. You will handle escalated incidents across Microsoft 365, Windows Server, desktop, networking and wireless technologies.

This is not a traditional service desk role. You will work with customer IT teams, Focus Group engineers and third-party suppliers to investigate and resolve complex issues, taking ownership from