Technical Support Advisor 2nd Line- 4 on 4 off

Focus Group; Shoreham-by-Sea; Remote; GBP 34.000 - 40.000; Vollzeit

Benefits dieser Stelle

Holiday entitlement

Hybrid working options

Enhanced leave policies

Volunteer day

Company-wide benefits

Zusammenfassung

Focus Group is hiring a 2nd Line IT Technical Support Advisor to work 12-hour shifts on a 4-on/4-off rotating schedule, from 7:00am to 7:00pm. This fully remote UK role includes handling second-line queries, advanced troubleshooting and customer communication to ensure timely resolutions.

You will diagnose issues, escalate where needed, and maintain SLAs while contributing to a high-quality customer experience. Flexible scheduling and shift allowances apply.

Qualifikationen

• Experience in a customer facing technical support role.
• In-depth understanding of systems, applications and network infrastructure.
• Experience with remote desktop support tools.
• Knowledge of ITIL framework and best practices.
• Ability to assess when it’s appropriate to escalate to 3rd line.

Aufgaben

• Handle 2nd line service queries and provide advanced technical support.
• Diagnose, log, action and follow through to resolution, escalating when needed.
• Troubleshoot hardware and software problems.
• Configure applications and systems.
• Drive outbound calls to resolve cases and prevent delays.
• Report issues to suppliers and chase resolutions.
• Manage cases in line with SLAs and escalate to 3rd line when necessary.

Kenntnisse

Customer Support

2nd Line IT

Remote Desktop

ITIL Knowledge

Troubleshooting

Issue Resolution

Tools

Remote Desktop Tools

Jobbeschreibung

Technical Support Advisor 2nd Line- 4 on 4 off

Department: Service Operations

Employment Type: Permanent

Location: Remote

Reporting To: Stuart Ross

Compensation: £34,000 / month

Description

Job Title: Technical Support Advisor 2nd Line IT (4 On/4 Off)
Salary: Up to £34,000 (DOE) plus shift allowance
Location: Fully Remote (UK)

This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. Shifts will include weekends and public holidays.

Shift Allowance:

• +10% for days worked Monday to Friday
• +15% for days worked on weekends and bank holidays

(Internal Level: Senior Associate)

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.

Job Purpose:

As a 2nd Line IT Technical Support Advisor, you'll be working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. In this role, you'll deliver exceptional service to Focus Group customers by handling 2nd line service queries and providing advanced technical support and issue resolution.

Key Responsibilities

• Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
• Diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress. Be able to identify when a case cannot be fixed remotely and route straight into Field Allocation for a site visit.
• Troubleshoot hardware and software problems.
• Configure applications and systems.
• Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
• 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 3rd line, with sufficient SLA remaining

Skills, Knowledge and Expertise

• Experience in a customer facing technical support role.
• In depth understanding of system, applications and network infrastructure – may have specialist knowledge in some areas and confident to troubleshoot/configure/install.
• Experience with remote desktop support tools.
• Skilled in using technical expertise to solve customer issues. Able to effectively gather relevant information and communicate technical resolutions and updates to customers.
• Experience of overcoming technical challenges and benefits from this experience in analysing and solving customer issues.
• Knowledge of ITIL framework and best practices.
• Able to assess when it’s appropriate to elevate an issue to 3rd line in order to ensure a good customer experience.

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.

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.