Technical Support Advisor - Proactive Services

Focus Group; Shoreham-by-Sea; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

A dynamic tech provider in Shoreham-by-Sea is seeking a Technical Support Advisor to monitor and maintain customer IT environments. Responsibilities include resolving alerts and conducting root cause analysis. Applicants should have prior IT support experience and strong communication skills. The role offers a salary of up to £35,000 and the option for remote work.

Benefits

Generous Holidays

Paid Volunteering Days

Referral Rewards

Regular Social Events

Qualifications

• Prior experience in IT or Telecom Support role.
• Excellent written and verbal communication skills.
• Strong knowledge of Windows Server and desktops.

Responsibilities

• Monitor customer backup for errors and anomalies.
• Resolve system alerts before impacting clients.
• Support deployment of Proactive Customer Solutions.

Skills

IT Support Experience

Communication Skills

Windows Server Knowledge

Backup Technologies Experience

Cloud Technologies Experience

Tools

Veeam

Acronis

Microsoft 365

Active Directory

PowerShell

Job description

We’re Hiring – Technical Support Advisor - Proactive Services

Salary – up to £35,000 (DOE)

Location – Shoreham-by-Sea or Remote

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:

As a Technical Support Advisor - Proactive Services, you'll be key to keeping our customers' IT environments stable, secure, and resilient. You'll monitor alerts from platforms like Datto RMM, Acronis, Veeam, and more, responding swiftly to backup failures, performance issues, and security drift. Your quick action helps reduce risk, ensure continuity, and maintain top-tier service.

Key Responsibilities:

• Monitor customer backup environments for errors, failed jobs and other anomalies.
• Investigate and resolve system alerts before they impact client operations.
• Support the ongoing management and deployment of Proactive Customer Solutions such M365 Protect, Patching etc.
• Log, manage and update cases using the ITSM platform, ensuring timely resolution and documentation.
• Collaborate with clients to gather necessary information, perform root cause analysis and implement preventative solutions.
• Analyze backup job reports, success rates and performance metrics to identify trends and optimization opportunities.
• Plan, test, and deploy security and system patches across client infrastructures.

Skills & Experience:

• Prior experience in an IT or Telecom Support or Delivery role, typically at a second line level.
• Be able to work efficiently by themselves and as part of a team.
• Excellent written and verbal communication skills.
• Strong knowledge of Windows Server and desktop operating systems.
• Experience with backup technologies and monitoring platforms (e.g. Veeam, Acronis, Spanning or similar)
• Experience with Windows Server, Active Directory, Exchange, Azure and virtualization platforms (VMWare, Hyper-V)
• Experience with Microsoft 365 and related backup/recovery strategies.
• Strong experience in cloud technologies such as M365, Azure, Intune, SharePoint.

Nice to have:

• Worked in an IT or Telecom Managed Service environment previously.
• Relevant vendor or industry qualifications (Microsoft, Gamma, LG, Meraki, SonicWall, Aruba or Cisco).
• Have an active Microsoft certification.
• Experience with PowerShell scripting and automation
  

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!