At a Glance
- Tasks: Provide top-notch IT support and solve tech issues for our team.
- Company: Join Focus Group, a fast-growing tech provider with a unicorn status.
- Benefits: Enjoy 24 days holiday, paid volunteering, and referral rewards.
- Other info: Dynamic work culture with opportunities for career growth.
- Why this job: Be part of a collaborative team making a real impact in tech.
- Qualifications: Experience in IT support and strong problem-solving skills required.
The predicted salary is between 27000 - 27000 € per year.
Support our success as a 1st/2nd Line Internal Support Engineer at Focus Group.
Who we are
At Focus Group, we’ve been connecting businesses with brilliant technology since 2003. Today, we support over 30,000 customers across the UK and are proud to be one of the UK’s fastest-growing tech providers.
What we’re looking for
We’re looking for a confident and capable high 1st/2nd Line Internal Support Engineer to deliver outstanding IT support to our colleagues. You’ll be someone who loves problem‑solving, thrives in a collaborative environment, and is happy working through tickets both independently and alongside a wider team.
- Experienced in IT support, ideally in a managed services or helpdesk environment
- Strong on both technical troubleshooting and clear communication
- Organised, proactive, and capable of prioritising your workload effectively
- Approachable and reliable, with a strong sense of accountability
- Always looking for ways to improve and deliver top‑class service
What’s in it for you?
- Generous leave – 24 days’ holiday plus bank holidays and a day off for your birthday
- Give back – Paid volunteering days to support causes close to your heart
- Referral rewards – Earn extra by helping us grow our team through referrals
- Sociable culture – Regular events, socials, and celebrations throughout the year
- Career development – Be part of a growing internal IT team with opportunities to grow your skill set
What will you do?
As a 2nd Line Internal Support Engineer, you’ll provide both remote and on‑site technical support to our people across the business, ensuring IT issues are resolved quickly and effectively within agreed SLAs. Your key responsibilities will include:
- Managing and resolving 2nd line support tickets from the internal helpdesk
- Collaborating with 1st line support and senior engineers to resolve escalated issues
- Providing clear, friendly support via phone, remote access, and face‑to‑face where required
- Maintaining detailed records and documentation in the helpdesk system
- Supporting desktop and server environments including Windows, Office 365, Exchange, and more
- Working with network infrastructure including firewalls, routers, switches, VPNs, and VLANs
- Assisting with virtualisation platforms (Hyper‑V, VMware, etc.) and backup solutions
- Supporting users across Windows, and occasionally Mac OS X, Linux, or Android
What you’ll need
- Experience supporting Windows Server and Desktop OS, Exchange, Office 365
- Working knowledge of networking (firewalls, routers, switches, VPNs, VLANs)
- Understanding of virtualisation technologies (Hyper‑V, VMware, etc.)
- Strong communication skills and excellent telephone manner
- Great time management and organisational skills
- Ability to problem solve and think on your feet
Nice to have
- Familiarity with Mac OS X, Linux, Android
- Knowledge of backup tools: Veeam, Symantec, Attix, StorageCraft
- Experience with Cisco networking equipment
- Experience with SQL, VoIP, SANs
- Exposure to cloud platforms including advanced Office 365 tools
Why join Focus Group?
At Focus Group, we value individuality, encourage innovation, and work hard to create an environment where people thrive. If you’re ready to be part of a team that’s collaborative, ambitious, and making a real difference — this is your opportunity. We’re committed to creating an inclusive and supportive environment for all. If you need any help with your application or require reasonable adjustments, just let us know. We’re here to support you every step of the way.
Internal Support Engineer 2nd Line employer: Focus Group
At Focus Group, we pride ourselves on being a dynamic and inclusive employer located in the vibrant Shoreham-by-Sea. With generous benefits such as 24 days of holiday, paid volunteering days, and a strong focus on career development, we foster a collaborative work culture that encourages innovation and personal growth. Join us to be part of a rapidly growing tech provider where your contributions truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Internal Support Engineer 2nd Line
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Focus Group. Understand their values, culture, and recent achievements. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since the role involves troubleshooting, think of common IT issues and how you would resolve them. You could even run through some scenarios with a friend or colleague to get comfortable explaining your thought process.
✨Tip Number 3
Show off your communication skills! During the interview, make sure to communicate clearly and confidently. Remember, they’re looking for someone who can provide friendly support, so don’t hesitate to demonstrate your approachable nature.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining the Focus Group team. Don’t miss out on this opportunity!
We think you need these skills to ace Internal Support Engineer 2nd Line
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Internal Support Engineer role. Highlight your relevant experience in IT support, especially any work with Windows Server, Office 365, and networking. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Be sure to mention any specific experiences that demonstrate your problem-solving skills and collaborative spirit.
Show Off Your Communication Skills:Since clear communication is key in this role, make sure your application reflects that. Use straightforward language and keep your writing concise. We want to see that you can communicate effectively, both in writing and verbally!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company culture there!
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 Windows Server, Office 365, and networking basics. Be ready to discuss specific troubleshooting scenarios you've encountered in the past and how you resolved them.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've tackled tricky IT issues before. Focus on your thought process and the steps you took to find a solution, as this will demonstrate your ability to think on your feet.
✨Practice Clear Communication
Since you'll be providing support over the phone and face-to-face, practice explaining technical concepts in simple terms. This will help you convey your ideas clearly during the interview and show that you can communicate effectively with non-technical colleagues.
✨Be Organised and Proactive
Come prepared with questions about the role and the team dynamics. Showing that you're proactive and organised will reflect well on your ability to manage your workload effectively in a busy environment.
