Technical Support Advisor 1st Line - Data Center

Focus Group; Exeter; On-site; GBP 25,000; Full time

Job summary

An established industry player is seeking a proactive Technical Support Advisor for their Data Center team. This role is crucial as you will be the first point of contact for customers needing assistance with their equipment. Your responsibilities will include managing customer visits, handling equipment tasks, and providing basic server and network support. With a commitment to service excellence, you will ensure the smooth operation of infrastructure while fostering strong customer relationships. Join a dynamic team that values diversity and offers opportunities to make a real impact in the tech industry.

Benefits

Generous Holidays

Paid volunteering days

Referral Rewards

Regular social events

Qualifications

• Customer service focused with excellent telephone manner.
• Understanding of broadband connectivity and basic router configuration.

Responsibilities

• Provide hands-on assistance to customers in the data center.
• Perform equipment management and networking tasks.

Skills

Customer service skills

Technical troubleshooting

Data gathering and analytical skills

Basic router configuration

Attention to detail

Education

Technical accreditations in IT, Networking or Telecoms

Job description

Job Title - Technical Support Advisor 1st Line – Data Center

Salary - Up to £25,000

Location - Exeter

Key Benefits:

• Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
• Give Back: Enjoy paid volunteering days to support causes you care about.
• Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

About Us:

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

We are now recruiting for a Technical Support Advisor 1st Line – Data Center.

Job Purpose:

As a Technical Support Advisor 1st Line in our Data Center team, you will be the primary point of contact for customers requiring hands-on assistance with their equipment. You’ll ensure the smooth operation of their infrastructure while maintaining the highest standards of service delivery. This role involves both technical support and customer interaction, requiring a strong understanding of data center technologies and a proactive approach to problem-solving.

Principal Responsibilities/Duties:

• Customer Escorting: Safely escort customers to and from the data center, providing onsite assistance during their visit, including scheduled out-of-hours support.
• Equipment Management: Perform tasks such as racking and unracking equipment, patching cables, and handling customer requests for remote hands support (e.g., powering on/off equipment, reseating cables, swapping disks).
• Networking Tasks: Carry out small Cisco firewall changes, such as updating access rules, and assist with core Cisco network management for maintaining data center bandwidth.
• Basic Server & Network Support: Provide support with server, storage, and networking equipment, along with a foundational understanding of DHCP, DNS, and other related technologies.
• System Checks: Conduct weekly checks on data center management servers, ensuring disk space availability, error resolution, and software functionality.
• Infrastructure Monitoring: Regularly inspect air-conditioning, VESDA, UPS, and Generator systems to ensure optimal operational performance.

Minimum Requirements:

• Customer service focused with an excellent telephone manner. Ability to remain calm and composed when dealing with a difficult situation and to build a reassuring rapport with customers.
• Understanding of broadband connectivity and basic router configuration.
• Foundational network troubleshooting skills.
• A demonstrable ability to follow pre-defined processes, and an adaptability when processes change.
• Data gathering and analytical skills - gather the right information from the customer, analyse the issue and take appropriate and timely action.
• Target focused and able to prioritise tasks/escalations to meet deadlines whilst ensuring excellent customer service.
• Detail oriented and proficient in maintaining clear and accurate task and customer data.
• Technical accreditations geared toward the field of IT, Networking or Telecoms.

Please note, this role is based full time in office.

At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we’re here to help.

Ready to make a real impact? Apply now!