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- Tasks: Provide top-notch technical support and resolve IT issues for our customers.
- Company: Join Focus Group, a leading tech provider empowering over 30,000 businesses.
- Benefits: Enjoy 24 days holiday, paid volunteering days, and referral rewards.
- Other info: Engage in fun social events and enjoy excellent career growth opportunities.
- Why this job: Be part of a dynamic team and make a real difference in tech support.
- Qualifications: Experience in IT support and strong problem-solving skills.
The predicted salary is between 33000 - 33000 £ per year.
We’re Hiring – Technical Support Advisor 2nd Line IT
Salary – up to £33,000 (DOE)
Location – Exeter
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:
Working as a Technical Support Advisor 2nd Line IT, you'll be providing first‑class service to Focus Group customers through handling of 2nd line service queries as part of our Managed Services team. To provide advanced technical support and issue resolution.
Key Responsibilities:
- Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
- To 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.
- Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
- 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.
- Document required changes in line with Focus Groups Change Management process.
Technical Support 2nd Line IT - 6 month FTC in Devon employer: Focus Group
Contact Detail:
Focus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support 2nd Line IT - 6 month FTC in Devon
✨Tip Number 1
Network like a pro! Reach out to current employees at Focus Group on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Technical Support Advisor role.
✨Tip Number 2
Prepare for the interview by brushing up on common technical support scenarios. We recommend practising how you’d troubleshoot specific hardware and software issues, as this will show your problem-solving skills in action.
✨Tip Number 3
Show your passion for customer service! During interviews, share examples of how you've gone above and beyond to help customers in previous roles. This will highlight your commitment to providing first-class service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Technical Support 2nd Line IT - 6 month FTC in Devon
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Support Advisor role. Highlight relevant experience and skills that match the job description, like troubleshooting and customer service. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about tech support and how your background makes you a great fit for us. Keep it engaging and personal – we love a bit of personality!
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention specific examples where you've successfully resolved technical issues. We’re all about finding solutions, so let us know how you’ve tackled challenges in the past!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be one step closer to joining our fantastic team at Focus Group!
How to prepare for a job interview at Focus Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around troubleshooting hardware and software issues. Familiarise yourself with common problems and solutions that 2nd line support typically encounters, as this will help you demonstrate your expertise during the interview.
✨Showcase Your Customer Service Skills
Since you'll be providing first-class service to customers, think of examples where you've successfully resolved customer queries in the past. Be ready to discuss how you keep customers informed and manage their expectations, as this is crucial for the role.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Practice articulating your thought process when diagnosing and resolving issues, and be prepared to explain how you would escalate cases when necessary.
✨Research Focus Group
Take some time to learn about Focus Group's values, culture, and recent developments. Understanding the company will not only help you tailor your answers but also show your genuine interest in becoming part of their team.