Technical Support Advisor 2nd Line IT

Focus Group; Manchester; On-site; GBP 28,000 - 33,000; Full time

Job summary

A leading IT support company in Manchester is seeking a Technical Support Advisor 2nd Line IT. In this role, you will manage escalated customer queries and deliver advanced troubleshooting services. You'll diagnose and resolve technical issues across various systems and applications, ensuring a high-quality customer experience. The ideal candidate will have experience in a customer-facing support role and possess strong troubleshooting skills. This position offers a competitive salary and generous benefits.

Benefits

Generous Holidays

Paid volunteering days

Referral rewards

Regular social events

Qualifications

• Experience in a customer-facing technical support role.
• In-depth understanding of system, applications and network infrastructure.
• Experience with remote desktop support tools.

Responsibilities

• Manage escalated queries and provide advanced troubleshooting.
• Troubleshoot hardware and software problems.
• Assist in setup and installation of MFD at customers' site.

Skills

Customer-facing technical support

Troubleshooting and configuration

Remote desktop support

ITIL framework knowledge

Education

Industry certifications such as MCITP, CompTIA Network+

Job description

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

Salary – up to £33,000 (DOE)

Location – Manchester

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.

Job Purpose:

We are seeking a Technical Support Advisor 2nd Line IT to join Matrix247, a Focus Group company. In this role, you'll provide a first‑class service to our customers by managing escalated queries, delivering advanced troubleshooting, and ensuring effective resolutions. Working across the Microsoft ecosystem, including Microsoft 365, Azure AD/Entra ID, and Windows Server, you'll play a key part in maintaining a seamless, high‑quality customer experience while showcasing your expertise in modern IT support.

Key Responsibilities:

• Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
• Be available for overflow calls from the 1st line team and, as a minimum, to meet any agreed personal call targets.
• To 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.
• Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
• Assist in setup and installation of MFD (Photocopiers) at customers' site.

Skills & Experience:

• 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 be 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 benefiting from this experience in analysing and solving customer issues.
• Knowledge of ITIL framework and best practices.
• Able to assess when it’s appropriate to escape an issue to 3rd line in order 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!