Senior 2nd-Line Tech Service Advisor - Networking & Security

Focus Group; Shoreham-by-Sea; Hybrid; GBP 30,000 - 34,000; Full time

Benefits offered by this job

Hybrid working

Birthday leave

Volunteer day

Job summary

Focus Group is seeking a Technical Service Advisor - 2nd Line to join the Service Operations team in Shoreham-by-Sea. The role is hybrid with 2/3 days in the office and requires strong incident management skills and customer-facing experience.

You will handle enterprise support tickets, coordinate with Field Engineers, and contribute to IT security and networking initiatives across multiple client engagements. Competitive salary and benefits are offered.

Qualifications

• Solid understanding of networking and cybersecurity concepts.
• Certifications across the Enterprise portfolio preferred.
• Experience with enterprise support and ITIL-friendly processes.

Responsibilities

• Build and maintain strong customer relationships and improve Services to maintain customer satisfaction and retention.
• Own the resolution of all reactive tickets passing through your personal queue in the Enterprise support Incident management system.
• Implement and deliver all assigned proactive tasks as identified by the Service Delivery Operations Manager and in Service Descriptions.
• Centralise technical support for Field Engineers when requested (providing technical support for onsite incidents and problems, prestaging, configuration of cloud elements etc).
• Provide escalation to other lines of support group wide (eg 1st and 2nd line Connectivity, IT Support) gathering information and demonstrating excellent troubleshooting acumen.

Skills

Networking concepts

Cyber security concepts

Certifications

Onsite work readiness

ITIL familiarity

Troubleshooting

Tools

Cisco

Meraki

Fortinet

Palo Alto

CloudFlare

Job description

Focus Group is seeking a Technical Service Advisor - 2nd Line to join the Service Operations team in Shoreham-by-Sea. The role is hybrid with 2/3 days in the office and requires strong incident management skills and customer-facing experience.

You will handle enterprise support tickets, coordinate with Field Engineers, and contribute to IT security and networking initiatives across multiple client engagements. Competitive salary and benefits are offered.