Technical Support Advisor 2nd Line

Focus Group

Shoreham-by-Sea

Hybrid

GBP 32,000 - 35,000

Full time

2 days ago

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Benefits offered by this job

Holiday entitlement: 24 days + bank/生日

Hybrid working options

Enhanced parental leave

Volunteer day

Company benefits

Job summary

Focus Group, a UK leader in IT, telecoms, connectivity and cybersecurity solutions, seeks an experienced Technical Support Advisor to join the 2nd Line team in Shoreham-by-Sea. You will handle escalated incidents across Microsoft 365, Windows Server, desktop, networking and wireless technologies.

This is not a traditional service desk role. You will work with customer IT teams, Focus Group engineers and third-party suppliers to investigate and resolve complex issues, taking ownership from

Qualifications

Experience with Windows Desktop (7,8,10).
Experience troubleshooting Outlook.
Working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS and networking.
Experience troubleshooting printers.
Troubleshooting general PC issues.

Responsibilities

Own and manage escalated support cases through to resolution.
Troubleshoot issues across Microsoft 365, Windows, Active Directory, networking and infrastructure environments.
Work closely with customer IT teams, Field Engineers, 3rd Line Support and external suppliers.
Escalate cases appropriately, providing clear technical handovers and documentation.
Contribute to root cause analysis, problem management and continuous service improvement.
Maintain accurate case records and ensure service levels are met.

Skills

Windows Desktop

Outlook troubleshooting

Active Directory

Exchange

Office 365

Group Policy

DNS

Networking

Backup solutions

Virtualization

Firewalls & routers

Printer troubleshooting

General PC issues

Job description

Technical Support Advisor 2nd Line

Department: Service Operations

Employment Type: Permanent

Location: Shoreham-by-Sea

Reporting To: Matt Robertson

Compensation: £32,000 - £35,000 / year

Description

Technical Support Advisor- 2nd Line

Location: Shoreham By Sea Hybrid

Salary: 32-35,000 depending on experience

(Job Level internal reference: Senior Associate)

At Focus Group, we're proud to be one of the UK's leading providers of IT, telecoms, connectivity and cybersecurity solutions. We support thousands of businesses across the country, combining technical expertise with a customer-first approach to deliver outstanding service and innovative technology solutions.

We're looking for an experienced Technical Support Advisor to join a dedicated 2nd Line customer support team, providing technical expertise on escalated incidents and service requests across Microsoft 365, Windows Server, desktop, networking and wireless technologies.

This is not a traditional service desk role. You'll work alongside customer IT teams, Focus Group engineers and third-party suppliers to investigate and resolve complex technical issues, taking ownership from initial diagnosis through to resolution.

Key Responsibilities

Own and manage escalated support cases through to resolution.
Troubleshoot issues across Microsoft 365, Windows, Active Directory, networking and infrastructure environments.
Work closely with customer IT teams, Field Engineers, 3rd Line Support and external suppliers.
Escalate cases appropriately, providing clear technical handovers and documentation.
Contribute to root cause analysis, problem management and continuous service improvement.
Maintain accurate case records and ensure service levels are met.

Skills, Knowledge & Expertise

Experience with Windows Desktop (7,8,10)
Experience with troubleshooting Outlook
Working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS, Network domains, backup solutions, virtualization, firewalls and routers.
Experience with troubleshooting printers
Troubleshooting general PC issues

Job Benefits