Technical Support Advisor 2nd Line Telco

Focus Group; Manchester; On-site; GBP 23,000 - 28,000; Full time

Job summary

A fast-growing tech provider in the UK is seeking a Technical Support Advisor 2nd Line to provide expert support for healthcare clients. You will handle escalated technical support calls, ensuring issues are resolved within service level agreements. The ideal candidate should have experience in customer-facing telecoms support, strong knowledge of Gamma Horizon, and customer service skills. The role offers up to £28,000 salary along with generous holidays and a supportive work culture.

Benefits

24 days of holiday plus bank holidays

Paid volunteering days

Referral Rewards scheme

Regular social events

Qualifications

• Experience in a customer-facing telecoms technical support role.
• Strong working knowledge of Gamma Horizon; experience with Horizon Contact is desirable.
• Understanding of PBX basics and on-premises phone systems.

Responsibilities

• Handle escalated cases ensuring they are prioritized and resolved efficiently.
• Provide technical support for hosted voice issues for healthcare sector customers.
• Investigate and resolve issues requiring site visits.
• Maintain accurate logs and keep customers informed.
• Proactively make outbound calls to progress cases.
• Work closely with suppliers to resolve service-impacting issues.
• Configure hosted telephony systems in line with customer requirements.
• Support service adoption for healthcare customers.

Skills

Customer-facing telecoms technical support experience

Strong working knowledge of Gamma Horizon

Technical support for healthcare sector customers

Understanding of on-premises phone systems

Strong customer service skills

Experience with ITSM / CSM tools

Ability to escalate to 3rd line support

Job description

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

Salary – up to £28,000 (DOE)

Location – Shoreham-by-Sea, Manchester or Exeter

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.

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 provide expert 2nd line Technical Support to Healthcare clients using our hosted telephony and contact centre solutions. You’ll be the go-to problem solver for escalated queries from 1st line support, ensuring issues are resolved quickly and effectively within SLA. Your work will help maintain and enhance the service experience for our Hosted Health customers, making a real difference to the reliability of systems that healthcare teams depend on every day.

Key Responsibilities :

• Handle cases functionally escalated from 1st line, ensuring these are assigned, prioritised, and resolved efficiently.
• Provide technical support for Hosted Health customers, diagnosing and resolving hosted voice issues for healthcare sector customers.
• Investigate and resolve issues that cannot be fixed remotely, arranging site visits where necessary.
• Ensure accurate logging, updates, and closure of cases, keeping customers informed at every stage.
• Proactively make outbound calls to progress cases and avoid unnecessary delays.
• Work closely with suppliers to elevate and resolve service-impacting issues, maintaining strong communication with the customer.
• Configure hosted telephony systems and carry out changes in line with customer requirements.
• Support service adoption and optimisation for healthcare customers using hosted voice solutions.

Skills & Experience :

• Experience in a customer-facing telecoms technical support role (not general IT support).
• Strong working knowledge of Gamma Horizon; Horizon Contact experience highly desirable.
• Preferably experience supporting healthcare sector customers in a technical capacity (telecoms / PBX hosted voice).
• Understanding of on-premises phone systems and PBX basics.
• Strong customer service skills with the ability to translate technical information clearly and effectively.
• Experience with ITSM / CSM case management tools and incident management processes.
• Able to assess when to elevate to 3rd line to maintain a positive 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.

Ready to make a real impact? Apply now!