Senior 2nd Line Tech Support Engineer – Hybrid

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

Benefits offered by this job

Holiday leave (24 days)

Hybrid work options

Parental leave

Volunteering day

Health and pension benefits

Job summary

Focus Group in the United Kingdom is seeking a Technical Support Advisor (2nd Line) to join a hybrid team in Shoreham-by-Sea. The role involves owning escalated incidents across Microsoft 365, Windows Server, networking and wireless technologies, from initial diagnosis through resolution.

You will work with customer IT teams, Focus Group engineers and suppliers to investigate complex issues, deliver robust handovers, and contribute to continuous service improvement while maintaining strong case

Qualifications

• Experience with Windows Desktop (7,8,10).
• Experience with troubleshooting Outlook.
• Working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS, Network domains, backup solutions, 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, 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.

Skills

Troubleshooting

Communication

Tools

Windows Desktop

Outlook

Active Directory

Exchange

Office 365

Group Policy

DNS

Networking

Virtualization

Firewalls

Routers

Printers

Job description

Focus Group in the United Kingdom is seeking a Technical Support Advisor (2nd Line) to join a hybrid team in Shoreham-by-Sea. The role involves owning escalated incidents across Microsoft 365, Windows Server, networking and wireless technologies, from initial diagnosis through resolution.

You will work with customer IT teams, Focus Group engineers and suppliers to investigate complex issues, deliver robust handovers, and contribute to continuous service improvement while maintaining strong case