Technical Support Advisor 2nd Line IT

Focus Group; Birmingham; On-site; GBP 27,900 - 34,100; Full time

Benefits offered by this job

Generous Holidays

Paid volunteering days

Referral Rewards

Social Events

Job summary

A leading tech provider in Birmingham is seeking a Technical Support Advisor (2nd Line IT) to deliver exceptional service by handling escalated technical queries. The ideal candidate will have strong experience in a technical support role, troubleshooting skills, and the ability to communicate effectively with customers. This role includes a competitive salary up to £31,000 along with generous holiday and other perks.

Qualifications

• Experience in a customer-facing technical support role.
• In-depth understanding of systems, applications, and network infrastructure.
• Judgement to assess when to escalate issues to ensure a good customer experience.

Responsibilities

• Handle 2nd line service queries escalated from 1st line support.
• Diagnose and resolve hardware and software problems.
• Manage cases in line with agreed SLAs and escalate as needed.

Skills

Customer-facing technical support experience

Troubleshooting and configuring systems

Experience with remote desktop support tools

Ability to communicate technical resolutions

Knowledge of ITIL framework

Tools

Remote desktop support tools

Job description

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Focus Group provided pay range

This range is provided by Focus Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Salary – up to £31,000 (DOE)

Location – Birmingham

We’re Hiring – Technical Support Advisor 2nd Line IT

• 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.

Job Purpose

Working as a Technical Support Advisor 2nd Line IT, you’ll provide a first‑class service to Focus Group customers through handling of 2nd line service queries as part of our Managed Services team. You’ll provide advanced technical support and issue resolution.

Key Responsibilities

• Handle cases functionally escalated from 1st line, ensuring they are assigned and progressed in priority order.
• Be available for overflow calls from the 1st line team and meet agreed personal call targets.
• Diagnose, log, action and follow through to resolution of cases, including escalations, while keeping the customer informed of progress.
• Determine 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.
• Manage cases in line with agreed SLAs and ensure sufficient SLA remains before escalating to 3rd line.

Skills & Experience

• Experience in a customer‑facing technical support role.
• In‑depth understanding of systems, applications and network infrastructure; confident in troubleshooting, configuring and installing.
• Experience with remote desktop support tools.
• Ability to gather relevant information and communicate technical resolutions and updates to customers.
• Experience overcoming technical challenges and analysing customer issues.
• Knowledge of ITIL framework and best practices.
• Judgement to assess when to escalated issues to 3rd line to ensure a good customer experience.

Nice to have

• Industry certifications such as MCITP, CompTIA Network+.

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!