Technical Support Advisor 2nd Line Telco

TN United Kingdom; Exeter; On-site; GBP 25,000 - 30,000; Full time

Job summary

An established industry player is seeking a Technical Support Advisor for their Exeter office. In this dynamic role, you'll provide top-notch technical support, resolving complex issues for customers in the telecoms sector. With a focus on customer satisfaction, you will manage escalated cases and ensure timely resolutions. This role offers a fantastic opportunity to join a thriving tech provider, known for its commitment to innovation and employee development. If you're passionate about technology and customer service, this position is perfect for you!

Benefits

Generous Holidays

Paid Volunteering Days

Referral Rewards

Regular Social Events

Qualifications

• Experience in a customer-facing technical support role.
• Accreditations in cloud-based phone solutions.
• Skilled in using technical expertise to solve customer issues.

Responsibilities

• Deliver exceptional service by addressing 2nd line service queries.
• Diagnose, log, action, and follow through to resolution of cases.
• Manage cases in line with agreed SLAs and escalate when necessary.

Skills

Customer Facing Technical Support

Telecoms Support

Cloud-Based Phone Solutions

ITIL Methodology

ITSM/CSM Case Management

Tools

Horizon

LG

Wildix

EvolveIP

Job description

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Technical Support Advisor 2nd Line Telco, Exeter

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Client:

Focus Group

Location:

Exeter, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

875e83378c86

Job Views:

4

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

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

Salary – up to £30,000 (DOE)

Location – Shoreham-by-Sea, Manchester & Exeter

• 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:

In this role, you'll deliver exceptional service to Focus Group customers by addressing 2nd line service queries as a member of our Product Services team. You will offer advanced technical support and resolve issues for our customers.

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.
• 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 & Experience:

• Experience in a customer facing technical support role, supporting telecoms or connectivity.
• Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, EvolveIP.
• Good understanding of on-pre phone systems including a basic knowledge of configuration.
• 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 utilising ITIL methodology, regarding incident, change and request management.
• Solid understanding of ITSM/CSM Case (ticket) management systems.
• Able to assess when it’s appropriate to escalate an issue to 3rd line in order to ensure a good customer experience.

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.

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.