Technical Support Advisor 1st Line Teclo

Focus Group; Manchester; On-site; GBP 23,000 - 25,000; Full time

Benefits offered by this job

Holiday allowance

Hybrid work options

Enhanced leave

Volunteer day

Benefits package

Job summary

Focus Group is seeking a Technical Support Adviser to provide 1st line Telco support. You will handle queries across phone, email, portal and live chat, diagnosing and logging issues and taking ownership from diagnosis through resolution within SLA guidelines.

Based in Manchester or Shoreham-by-Sea, this permanent role offers a salary of £23,000–£25,000 per year and a comprehensive benefits package, with potential for hybrid working depending on performance.

Qualifications

• Experience in a customer service or support desk environment.
• Familiarity with ITSM/CSM Case (ticket) management systems.
• Excellent telephone manner and calm, professional communication.
• Understanding of broadband connectivity and basic router configuration.
• Foundational network troubleshooting skills.
• Ability to follow pre-defined processes and adapt when they change.
• Data gathering and analytical skills to identify and resolve issues.
• Ability to prioritise tasks to meet deadlines with strong customer service.

Responsibilities

• Handle incoming queries via phone, email, portal and live chat.
• Diagnose, log, action and follow through to resolution, including escalations.
• Keep cases up to date and manage outstanding items per SLAs.
• Report issues to suppliers and pursue timely resolutions.
• Escalate to 2nd line when needed while preserving SLA remaining.
• Adhere to quality systems and processes.
• Contribute to continual service improvement.

Skills

Customer service

ITSM/CSM

Phone etiquette

Broadband basics

Networking basics

Process adherence

Data gathering

Prioritisation

Job description

Technical Support Advisor 1st Line Teclo

Department: Service Operations

Employment Type: Permanent

Location: Shoreham-by-Sea

Reporting To: Gill Evans

Compensation: £23,000 - £25,000 / year

Description

Technical Support Adviser - 1st Line Telco
Up to £25,500 (DOE)
Manchester OR Shoreham by Sea
(Internal Job Level - Associate)

Established in 2003, Focus Group is one of the UK's fastest-growing independent providers of essential business technology, delivering digital workplace solutions to more than 30,000 customers nationwide. From our ambitious beginnings, we have grown to over 1,400 employees across 24 UK offices and recently achieved unicorn status following a $1bn valuation.

Role:

We are seeking a customer-focused Technical Support Adviser to join our Product Services team, delivering first-class 1st line service to Focus Group customers. You will handle incoming queries across phone, email, portal and live chat, providing clear, timely and accurate support from first contact. Working closely with the wider Product Services team, you will take ownership of case management from diagnosis through to resolution, keeping customers informed every step of the way and ensuring cases are handled in line with agreed SLAs and demarcations.

Key Responsibilities

• Responsible for handling incoming queries received via phone calls, emails, portal, and live chats. Responding to these within the agreed target time and meeting any agreed personal targets.
• To diagnose, log, action and follow through to resolution cases, including escalations, whilst keeping the customer informed of progress.
• Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
• Report issues to suppliers; chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
• Cases are managed in line with agreed SLAs and are functionally escalated to the next 2nd line, with sufficient SLA remaining.
• To adhere and contribute to the company's quality system and processes, and their maintenance.
• Actively contribute to and promote the use of best practice and continual service improvement within the team.

Skills, Knowledge and Expertise

Requirements

• Experience in a customer service or support desk environment.
• Familiarity with ITSM/CSM Case (ticket) management systems.
• 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 focussed and able to prioritise tasks/escalations to meet deadlines whilst ensuring excellent customer service.

Don't worry if you don't meet every requirement — your passion and potential matter to us! If you're excited about driving business growth and transforming how companies use technology, we want to hear from you.

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.