Support Engineer - Service Desk Analyst

Focus Group; Shoreham-by-Sea; On-site; GBP 24,300 - 29,700; Full time

Benefits offered by this job

Generous leave

Paid volunteering days

Referral rewards

Career development opportunities

Sociable culture

Job summary

Focus Group is actively seeking an Internal Support Engineer to deliver exceptional IT support in Shoreham-by-Sea. This position offers a comprehensive experience in managing IT issues, collaborating with teams, and ensuring operational efficiency.

The ideal candidate has proven proficiency in IT support, with a focus on troubleshooting and customer communication. With generous leave, career development opportunities, and a sociable culture, this role is poised to enhance your tech career.

Qualifications

• Experience in IT support, ideally within a managed services environment.
• Knowledge of network infrastructure and virtualisation technologies.
• Excellent communication skills and problem-solving abilities.

Responsibilities

• Provide remote and on-site technical support to staff.
• Manage and resolve 2nd line support tickets from the internal helpdesk.
• Collaborate with colleagues to resolve escalated issues.

Skills

IT support experience

Technical troubleshooting

Communication skills

Organizational skills

Problem-solving ability

Tools

Windows Server

Office 365

Networking equipment

Virtualisation (Hyper-V, VMware)

Job description

We're Hiring - Internal Support Engineer 1st/2nd Line

Salary: Up to £27,000 (DOE)

Location: Shoreham-by-Sea

Job Level: Associate

Who we are

At Focus Group, we've been connecting businesses with brilliant technology since 2003. Today, we support over 30,000 customers across the UK and are proud to be one of the UK's fastest-growing tech providers — recently joining the exclusive list of privately owned ‘unicorn' businesses with a $1bn valuation.

What we're looking for

We're looking for a confident and capable high 1st/2nd Line Internal Support Engineer to deliver outstanding IT support to our colleagues. You'll be someone who loves problem-solving, thrives in a collaborative environment, and is happy working through tickets both independently and alongside a wider team.

• Experienced in IT support, ideally in a managed services or helpdesk environment
• Strong on both technical troubleshooting and clear communication
• Organised, proactive, and capable of prioritising your workload effectively
• Approachable and reliable, with a strong sense of accountability
• Always looking for ways to improve and deliver top-class service

What's in it for you?

• Generous leave – 24 days’ holiday plus bank holidays and a day off for your birthday
• Give back – Paid volunteering days to support causes close to your heart
• Referral rewards – Earn extra by helping us grow our team through referrals
• Sociable culture – Regular events, socials, and celebrations throughout the year
• Career development – Be part of a growing internal IT team with opportunities to grow your skill set

What will you do?

As a 2nd Line Internal Support Engineer, you'll provide both remote and on-site technical support to our people across the business, ensuring IT issues are resolved quickly and effectively within agreed SLAs.

Your key responsibilities will include:

• Managing and resolving 2nd line support tickets from the internal helpdesk
• Collaborating with 1st line support and senior engineers to resolve escalated issues
• Providing clear, friendly support via phone, remote access, and face-to-face where required
• Maintaining detailed records and documentation in the helpdesk system
• Supporting desktop and server environments including Windows, Office 365, Exchange, and more
• Working with network infrastructure including firewalls, routers, switches, VPNs, and VLANs
• Assisting with virtualisation platforms (Hyper‑V, VMware, etc.) and backup solutions
• Supporting users across Windows, and occasionally Mac OS X, Linux, or Android

What you'll need

• Experience supporting Windows Server and Desktop OS, Exchange, Office 365
• Working knowledge of networking (firewalls, routers, switches, VPNs, VLANs)
• Understanding of virtualisation technologies (Hyper‑V, VMware, etc.)
• Strong communication skills and excellent telephone manner
• Great time management and organisational skills
• Ability to problem solve and think on your feet

Nice to have

• Familiarity with Mac OS X, Linux, Android
• Knowledge of backup tools: Veeam, Symantec, Attix, StorageCraft
• Experience with Cisco networking equipment
• Experience with SQL, VoIP, SANs
• Exposure to cloud platforms including advanced Office 365 tools

Why join Focus Group?

At Focus Group, we value individuality, encourage innovation, and work hard to create an environment where people thrive. If you're ready to be part of a team that's collaborative, ambitious, and making a real difference — this is your opportunity.

We're committed to creating an inclusive and supportive environment for all. If you need any help with your application or require reasonable adjustments, just let us know. We're here to support you every step of the way.

Ready to level up your support career? Apply now and be part of something brilliant.