2nd line Technical Support Advisor OOH

Out of Hours 2nd Line Technical Support Specialist

Location: Remote, UK
Salary: £30,000 - £32,000 + Shift Allowance

Shift Pattern: 4 on, 4 off | 7pm - 7am | Includes weekends and bank holidays

Are you a skilled problem-solver with a passion for technology and customer service? Join Focus Group's Out of Hours team and help keep our customers connected and supported when they need us most.

• Provide 1st and 2nd line support across IT, telecoms and connectivity services.
• Troubleshoot and resolve technical issues via phone, email, chat and customer portal.
• Manage incidents, service requests and escalations efficiently.
• Work closely with internal teams and third-party suppliers to deliver rapid resolutions.
• Monitor alerts and ensure customer issues are handled proactively and professionally.

• Experience in a technical support or service desk role.
• Strong knowledge of IT systems, networking and troubleshooting.
• Experience using ticketing systems and remote support tools.
• Understanding of ITIL processes and best practices.
• Excellent communication skills and a customer-focused approach.

• CompTIA or Microsoft certifications.
• Experience with hosted telephony platforms such as Horizon, Wildix, LG or Evolve IP.

Focus Group supports over 30,000 businesses across the UK and is one of the country's fastest-growing technology providers. With over 1,000 employees, we're committed to innovation, exceptional service and investing in our people.