Senior 2nd Line Technical Service Advisor - Hybrid IT

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

Benefits offered by this job

Holiday entitlement: 24 days + BH + b‑

Hybrid working options

Enhanced parental leave

Volunteer day

Pension and health benefits

Job summary

Focus Group is actively seeking a Technical Service Advisor for the 2nd line to join our Enterprise team in Shoreham-by-Sea. This permanent, hybrid role requires you to be in the office 2–3 days per week, supporting key customers across our growing portfolio.

You will troubleshoot complex IT infrastructure, own ticket resolution, and collaborate with vendors such as Cisco Meraki, Fortinet, Palo Alto and CloudFlare.

Qualifications

• Strong networking and IT infrastructure knowledge.
• Appropriate certifications across the Enterprise portfolio.
• Resilient and results‑oriented attitude.
• Willingness to work onsite with clients and from the office.
• Experience in Technical Service Delivery (networking, security and cloud).
• Experience with Cisco Meraki, Fortinet, Palo Alto and CloudFlare.

Responsibilities

• Build and maintain strong customer relationships to improve services and retention.
• Own the resolution of all reactive tickets in the Enterprise support system.
• Implement and deliver all assigned proactive tasks identified by the Service Delivery Operations Manager.
• Centralise technical support for Field Engineers (onsite incidents, prestaging, cloud configuration).
• Provide escalation to other lines of support and demonstrate excellent troubleshooting acumen.

Skills

Networking concepts

Cyber security concepts

Customer focus

Flexible onsite work

Troubleshooting

Tools

Cisco Meraki

Fortinet

Palo Alto

CloudFlare

Job description

Focus Group is actively seeking a Technical Service Advisor for the 2nd line to join our Enterprise team in Shoreham-by-Sea. This permanent, hybrid role requires you to be in the office 2–3 days per week, supporting key customers across our growing portfolio.

You will troubleshoot complex IT infrastructure, own ticket resolution, and collaborate with vendors such as Cisco Meraki, Fortinet, Palo Alto and CloudFlare.