Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch technical support and resolve customer queries in a dynamic team.
- Company: Join Focus Group, one of the UK's fastest-growing tech providers.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Inclusive culture that values diversity and offers excellent career progression.
- Why this job: Make a real impact while working with cutting-edge technology and diverse teams.
- Qualifications: Experience in technical support and strong problem-solving skills required.
The predicted salary is between 42000 - 42000 £ per year.
We’re Hiring – Technical Support Advisor 2nd Line IT
6 month FTC ending October 2026
Equivalent Salary – up to £42,000 (DOE)
Location – Exeter (Hybrid 3 days Office 2 days WFH)
Rota - 7am to 3.30pm AND 9am to 5.30pm
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.
Skills & Experience:
- Support experience of 365, AVD, Sonicwall, Intune, Entra ID, Unifi.
- 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 escalate 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.
Ready to make a real impact? Apply now!
Technical Support 2nd Line IT - 6 month FTC in Exeter 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 Exeter
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Technical Support role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common technical support questions and practice your answers. We want you to showcase your troubleshooting skills and customer service experience, so be ready to share examples from your past roles.
✨Tip Number 3
Don’t forget to follow up! After an interview, shoot a quick thank-you email to express your appreciation. It shows your enthusiasm for the role and keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Technical Support 2nd Line IT - 6 month FTC in Exeter
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Support role. Highlight your experience with 365, AVD, and any other relevant tech skills. We want to see how your background fits with what we do!
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 you can contribute to our team. Keep it concise but engaging – we love a good story!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled technical challenges in the past. We’re looking for those who can think on their feet and provide top-notch customer service, so let us know how you’ve done that!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen to join the Focus Group family!
How to prepare for a job interview at Focus Group
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of 365, AVD, Sonicwall, Intune, and other relevant technologies. Be ready to discuss how you've used these tools in past roles, as well as any troubleshooting experiences you've had.
✨Showcase Your Customer Service Skills
Since this role is customer-facing, prepare examples that highlight your ability to communicate technical solutions clearly and effectively. Think about times when you turned a frustrated customer into a satisfied one.
✨Understand the ITIL Framework
Familiarise yourself with the ITIL framework and best practices. Be prepared to discuss how you’ve applied these principles in your previous roles, especially in managing service requests and escalations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving skills. Practice articulating your thought process when diagnosing issues and deciding when to escalate them to 3rd line support.