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Technical Support Advisor 2nd Line FTC

5 hours, 26 minutes ago
United Kingdom
Contract
Senior
Technical Support Engineer
Customer and Technical Support
Apply Now
Focus Group

Focus Group

Focus Group is a prominent independent provider of essential business technology in the UK, specializing in digital workplace solutions, telecom services, IT support, cybersecurity, and connectivity.

Diversified Telecommunication Services
251-1K
Founded 2003
View All Jobs 3

Description

  • Handle 2nd line service queries escalated from 1st line support and progress cases by priority.
  • Take overflow calls from the 1st line team and meet agreed personal call targets.
  • Diagnose, log, action, and follow through on support cases and escalations until resolution.
  • Keep customers informed of case progress and provide clear technical updates.
  • Identify cases that cannot be fixed remotely and route them to Field Allocation for a site visit.
  • Troubleshoot hardware and software problems.
  • Configure applications and systems.
  • Drive outbound calling to resolve cases quickly and avoid delays.
  • Escalate cases to 3rd line when appropriate while preserving sufficient SLA time.

Requirements

  • Experience in a customer-facing technical support role.
  • In-depth understanding of systems, applications, and network infrastructure.
  • Ability to troubleshoot, configure, and install technical solutions, with specialist knowledge in some areas.
  • Experience using remote desktop support tools.
  • Ability to gather relevant information and communicate technical resolutions and updates clearly to customers.
  • Experience overcoming technical challenges and applying that experience to customer issue analysis and resolution.
  • Knowledge of ITIL framework and best practices.
  • Ability to judge when to escalate issues to 3rd line to protect customer experience.
  • Industry certifications such as MCITP or CompTIA Network+ are preferred.

Benefits

  • Salary up to £40,000.
  • Remote working location.
  • 4-month fixed-term contract until October with potential to go permanent.
  • Opportunity to work for a fast-growing UK tech provider.
  • Supportive culture that celebrates diversity and reasonable adjustments for applicants.

Interested in this position?

Apply directly on the company website

Apply Now

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