Technical Service Advisor- 2nd Line- Growth hire

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

Technical Service Advisor- 2nd Line- Growth hire

Department: Service Operations

Employment Type: Permanent

Location: Shoreham-by-Sea

Reporting To: Ian McCusker

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

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.

At Focus Group, our Enterprise team designs, delivers, and supports complex technical solutions for some of our largest and most valued customers. We're looking for a talented 2nd Line Service Advisor to join our growing team and play a key role in delivering exceptional technical support across our Enterprise customer portfolio.

This is an exciting opportunity for someone with strong networking and IT infrastructure knowledge who is passionate about technology, enjoys troubleshooting complex issues, and wants hands‑on exposure to industry‑leading vendors and enterprise environments.

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