Technical Support Advisor 2nd Line Telco

Focus Group; Shoreham-by-Sea; Hybrid; GBP 27,000 - 33,000; Full time

Job summary

Focus Group is hiring a Technical Support Advisor 2nd Line Telco to provide advanced telecoms support, diagnose complex issues and manage escalations. The role is hybrid with 3 days in the office and 2 days work-from-home, based out of Shoreham, Exeter or Manchester.

You’ll handle 2nd line service queries, ensure timely resolutions, and communicate progress to customers. DOE salary reflects experience and market norms for UK telecoms tech support roles.

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-pre phone systems including a basic knowledge of configuration.
• 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.

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

Customer facing

Technical support

Telecoms knowledge

ITIL familiarity

Incident management

Tools

Horizon

LG

Wildix

EvolveIP

Job description

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

Salary – up to £30,000 (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.

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.