Technical Support Advisor 2nd Line
Listed on 2026-10-11
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IT/Tech
IT Support, Technical Support, HelpDesk/Support
Department: Service Operations
Employment Type: Permanent
Location: Remote
Reporting To: Stuart Ross
Compensation: £34,000 / month
DescriptionJob Title: Technical Support Advisor 2nd Line IT (4 On/4 Off)
Salary: Up to £34,000 (DOE) plus shift allowance
Location: Fully Remote (UK)
This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. Shifts will include weekends and public holidays.
Shift Allowance:
- +10% for days worked Monday to Friday
- +15% for days worked on weekends and bank holidays
(Internal Level: Senior Associate)
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 2nd Line IT Technical Support Advisor
, you'll be working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. In this role, you'll deliver exceptional service to Focus Group customers by handling 2nd line service queries and providing advanced technical support and issue resolution.
- Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
- 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.
- Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
- 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
- Experience in a customer facing technical support role.
- In depth understanding of system, applications and network infrastructure – may have specialist knowledge in some areas and confident to troubleshoot/configure/install.
- Experience with remote desktop support tools.
- 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 overcoming technical challenges and benefits from this experience in analysing and solving customer issues.
- Knowledge of ITIL framework and best practices.
- 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.
Benefits- Holiday Allowance - 24 days + bank holidays + birthday leave.
- Hybrid working options - performance depending.
- Enhanced maternity, paternity and adoption leave.
- Paid volunteering day
* regular charity events. - Wider company benefits across health, financial wellbeing, Pension etc.
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