Technical Support Advisor 2nd Line Telco

Focus Group; Manchester; On-site; GBP 26,000 - 32,000; Full time

Job summary

Focus Group is seeking a Technical Support Advisor to join our Product Services team, handling 2nd line telco service queries with advanced technical support and resolution.

Based in Manchester with hybrid working (3 days in the office, 2 days at home), you will diagnose, log and progress cases, escalate when needed, and ensure updates align with SLAs to deliver excellent customer experience.

Qualifications

• 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-prem phone systems including basic config.

Responsibilities

• Handle cases escalated from 1st line and progress in priority order.
• Be available for overflow calls and meet personal targets.
• Diagnose, log, action and follow through to resolution; escalate when needed.

Skills

Customer-facing support

2nd line telco support

Cloud-based phone solutions (Horizon,

Accreditations cloud-based phone sol.

Job description

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

Salary – up to £29,000 (DOE)

Location – Based out of either Shoreham, Exeter or Manchester

Hybrid working- 3 days in the office 2 wfh

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 1,4000 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose:

Working as a Technical Support Advisor 2nd Line Telco, you’ll provide a first-class service to Focus Group customers through handling of 2nd line service queries as part of our Product Services team. You’ll provide 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.
• 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.
• Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
• 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 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.