2nd Line Technical Support Advisor (Networks) in Birmingham

Technical Service Advisor- 2nd Line
Shoreham By Sea / Birmingham / Exeter / Manchester
Hybrid working policy (2/3 days in the office per week)
£30-34k depending on experience

Shift pattern Mon-Thur 8.30-5.30 and Friday 8.30-5pm. There will be a requirement to work a Saturday day shift one week in three.

Focus Group is a £300m-revenue, 1,500-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we’re scaling rapidly and investing in artificial intelligence (AI) to transform how we operate and how we serve our 30,000 small and medium-sized business customers.

At Focus Group, our Enterprise team designs, delivers, and supports complex technical solutions for some of our largest and most valued customers. We're looking for a talented 2nd Line Service Advisor to join our growing team and play a key role in delivering exceptional technical support across our Enterprise customer portfolio.

This is an exciting opportunity for someone with strong networking and IT infrastructure knowledge who is passionate about technology, enjoys troubleshooting complex issues, and wants hands-on exposure to industry-leading vendors and enterprise environments.

- Build and maintain strong customer relationships and improve Services to maintain customer satisfaction and retention.

- Own the resolution of all reactive tickets passing through your personal queue in the Enterprise support Incident management system.

- Implement and deliver all assigned proactive tasks as identified by the Service Delivery Operations Manager and in Service Descriptions.

- Centralise technical support for Field Engineers when requested (providing technical support for onsite incidents and problems, prestaging, configuration of cloud elements etc).

- Provide escalation to other lines of support group wide (eg 1st and 2nd line Connectivity, IT Support) gathering information and demonstrating excellent troubleshooting acumen.

-Have a sound understanding of networking and cyber security concepts (LAN, WLAN, WAN, Firewalls)

- Attain and maintain appropriate certifications across the Enterprise portfolio.

- Be resilient and highly results oriented.

- Be able to work flexibly when needed onsite with clients, home or from the office.

- Have worked in a similar position or have demonstrable knowledge in Technical Service Delivery (networking, security and cloud).

- Experience with Cisco, Meraki, Fortinet, Palo Alto, CloudFlare

Desirable:

- Vendor or general certifications ( e.g CCNA, CompTIA Network, Security)

- Certification or demonstrable experience working within ITIL methodologies.

- Demonstrate experience in managing third party suppliers within budget and agreed SLAs.

(Internal job level: Senior Associate)