Technical Service Advisor- 2nd Line

Focus Group; Shoreham-by-Sea; Hybrid; GBP 30.000 - 34.000; Vollzeit

Benefits dieser Stelle

Hybrid working

Birthday leave

Volunteer day

Zusammenfassung

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.

Qualifikationen

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

Aufgaben

• 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.

Kenntnisse

Networking concepts

Cyber security concepts

Certifications

Onsite work readiness

ITIL familiarity

Troubleshooting

Tools

Cisco

Meraki

Fortinet

Palo Alto

CloudFlare

Jobbeschreibung

Description

Technical Service Advisor - 2nd Line

Shoreham By Sea - Hybrid working policy (2/3 days in the office per week)

£30-34k depending on experience

(internal level: Senior Associate)

Shift pattern Mon-Thur 8.30-5.30 and Friday 8.30-5pm. There will be a requirement to work a Saturday day shift one week in three.

Focus Group is a £300m-revenue, 1,500-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we’re scaling rapidly and investing in artificial intelligence (AI) to transform how we operate and how we serve our 30,000 small and medium-sized business customers.

Department: Service Operations

Location: Multiple Locations

Compensation: £27,000 - £34,000 / month

Key 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, Knowledge and Expertise

• Have a sound understanding of networking and cyber security concepts (LAN, WLAN, WAN, Firewalls)
• Attain and maintain appropriate certifications across the Enterprise portfolio.
• Be resilient and highly results oriented.
• Be able to work flexibly when needed onsite with clients, home or from the office.
• Have worked in a similar position or have demonstrable knowledge in Technical Service Delivery (networking, security and cloud).
• Experience with Cisco, Meraki, Fortinet, Palo Alto, CloudFlare

Desirable

• Vendor or general certifications ( e.g CCNA, CompTIA Network, Security)
• Certification or demonstrable experience working within ITIL methodologies.
• Demonstrate experience in managing third party suppliers within budget and agreed SLAs.

Benefits

• Holiday Allowance - 24 days + bank holidays + birthday leave.
• Hybrid working options - performance depending.
• Enhanced maternity, paternity and adoption leave.
• Paid volunteering day * regular charity events.
• Wider company benefits across health, financial wellbeing, Pension etc

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